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AurionAI

Log time on a conversation

3 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can log time. Read-only users see the logged time only.

Log the time you spend on a conversation, with a timer or by hand. Your team can then compare the time spent with the planned effort.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is Agent, Supervisor, Admin or Owner, or you have the Manage conversations permission.
  • You did not open the inbox from a link that ends in shared=1. Such a link opens the inbox read-only, whatever your role.

The tab Time is on every conversation. No setting turns it on or off.

Steps

Use the timer

  1. Open the conversation and select the tab Time.
  2. Select Start Timer. The running time appears in the tab and at the top of the conversation.
  3. Work on the conversation. Stay on this conversation while the timer runs.
  4. When you finish, select Stop & Log.

The timer logs at least one minute, rounded to the nearest minute. If you reload the page, the timer keeps running. If you open another conversation, the timer stops and its time is not logged: the message Running timer discarded — its time was not logged. appears.

Log time by hand

  1. Open the conversation and select the tab Time.
  2. Select Manual. The form Log time manually opens.
  3. Enter Hours and Minutes.
  4. Optional: in Notes (optional), write what you did.
  5. Select Log Time. It stays grey while both hours and minutes are zero.

Set the planned effort

  1. Open the conversation.
  2. In the properties column, open the section Time Tracking.
  3. In Planned effort, enter the number of minutes, then click outside the field to save.

Result

  • The entry appears in the list of the tab, with its length, its type (timer or manual), its author and its date.
  • The tab shows Total logged. With a planned effort, it also shows Planned and Variance. A red variance means more time than planned; a green one means less.
  • The section Time Tracking shows Time logged for the conversation.

To delete an entry, select the bin icon next to it. To download all entries as a CSV file, select Export.

If something goes wrong

  • The buttons Start Timer and Manual are missing. Your role cannot change conversations, or you opened the inbox from a link that ends in shared=1. Read What your role allows in the inbox.
  • The message Running timer discarded — its time was not logged. appears. You left the conversation while the timer ran. Log the time by hand.
  • Your browser asks if you want to leave the page. A timer is running. Stay, and select Stop & Log first.
  • The message Failed to log timer entry. Try again. or Failed to log time. Try again. appears. The timer keeps running, and your typed values stay. Try again.
  • Your administrator talks about the Task Time Tracking setting. That setting applies to time entries on tasks, not to the tab Time of a conversation. Read Manage your tasks and Task time tracking.

Still stuck? Submit a request or .