In Time Tracking, configure the time tracking for each activity in the system. This feature allows tracking the hours worked on each ticket, facilitating time management and optimizing the accuracy of productivity reports in Zenvia Customer Cloud.
⚠️Attention: Feature available only for Operator and Admin profiles.
Notes Configuration
To configure the resources, go to: Customer Support > Settings > Time Tracking.
The Activity registration allows you to define hour types for each activity and set a default value for each type.
Create an Activity
1. Go to Customer Support > Settings > Time Tracking > Activities;
2. Click on New;
3. Enter a name;
4. Enable or disable the option Allow all teams to make the activity available to all agents;
5. In Value, enter the values for the hour types (Normal and Overtime);
6. Save the information.
Done! Activity successfully created.
Define different types of hours to cover various periods of the day, adjusting the hours according to your business model. By default, there are the Normal and Overtime types, but new types can be added and customized.
⚠️Attention: Overtime hours do not have a schedule. It is not possible to delete or disable a type of hour if it is the only one covering times not covered by other types.
Create an Hour Type
1. Go to Customer Support > Settings > Time Tracking > Hour Type;
2. Click on New;
3. Enter a name;
4. Fill in the weekly schedule;
5. Save the information.
Done! Hour type successfully created.
The Unit of Measurement defines standards for quantifying resources or services. The default units are Kilometers (Km), Meters (Mt), and Kilograms (Kg), but you can create new units as needed.
Create a Unit of Measurement
1. Go to Customer Support > Settings > Time Tracking > Unit of Measurement;
2. Click on New;
3. Enter a name;
4. Create an acronym for the unit, such as: Miles (Mi);
5. Check the Enabled option to enable the unit in the system;
💡Tip: To hide a unit, simply uncheck the enable option.
6. Save the information.
Done! Unit of measurement created successfully.
Manage additional service costs by creating expense types with units of measurement and default values. The system automatically calculates the amount charged based on the quantity entered.
Create an Expense Type
1. Go to Customer Support > Settings > Time Tracking > Expense Type;
2. Click on New;
3. Enter a name;
4. Choose the unit of measurement;
5. In Parameters, set up the automatic calculation by entering:
- Value per unit;
- Minimum quantity to start charging.
6. Choose whether the expense will be shown to the customer and whether it will appear in the Service Report;
7. Save the information.
Done! Expense type created successfully.
💡Tip: For the expense in Tickets, click on the $ icon and fill in the fields.