Task time tracking

Agents can record the time they spend on a task, with a timer or with a manual entry. On the Task Time Tracking page you choose how strict AurionAI is with manual entries.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

• You have the Owner or Admin role. Other users see Access Denied on the configuration pages.
• Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the page

1. In the sidebar, select Configuration.
2. Open the System category.
3. Select Task Time Tracking.

The page has one card: Hard enforcement.

Turn hard enforcement on or off

1. Turn Require timestamp windows and block overlaps on or off.
2. Select Save.

AurionAI shows Settings saved.

What each mode does

Hard enforcement is off by default.

• Off. An agent can log a manual entry with only a duration. When two entries of the same agent overlap, AurionAI shows a warning but keeps both entries.
• On. A manual entry must have a start time and an end time. AurionAI refuses an entry that overlaps another entry of the same agent. It also refuses to start a timer when another entry of the agent already covers that moment.

Agents log time on the tasks of the Tasks page. Read Manage your tasks.

Result

The setting applies to the next time entry that an agent saves. Entries that already exist do not change.

If something goes wrong

• Failed to load task time-tracking settings. Reload the page.
• Failed to save settings Try again. If the error stays, check that you still have an administrator role.
• An agent sees Start and End are both required while hard enforcement is on. Hard enforcement is on. The agent must enter both the start and the end of the entry.
• An agent sees This time window overlaps another of your time entries — hard enforcement does not allow that. Hard enforcement is on. The agent must change the times so that the entry does not overlap another one.

Related articles

• Tasks AI
• SLA policies