WorkIt! Automatic Time Tracking (ATT) Customization Guide

WorkIt!® Automatic Time Tracking (ATT) Customization Guide Version 4.0 Revision 1.2

The material furnished in this document is believed to be accurate and reliable. However, no responsibility is assumed by CronSights for the use of this document or any material included herein. CronSights reserves the right to make changes to this document or any material included herein at any time and without notice. CronSights and WorkIt! are registered trademarks of CronSights. © Copyright 2015 CronSights

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WorkIt!®

Customization Guide

This document describes the WorkIt! ATT solution components and features, deployment, usage and reporting. It is intended for Salesforce administrators that are responsible for maintaining WorkIt! in their organization. Should you experience any challenges with WorkIt! or have any questions or suggestions, please contact us: Email: [email protected] Phone: +1-‐877-‐887-‐5656

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Customization Guide

Table of Contents 1 WorkIt! Overview ................................................................................................................ 1 1.1 The Automatic Timer .............................................................................. 2 1.1.1 Starting the Timer................................................................................................ 3 1.1.2 Stopping the Timer .............................................................................................. 4 1.2 Data Objects ......................................................................................... 5 1.2.1 Timings ............................................................................................................... 5 1.2.2 Time Entries ........................................................................................................ 7 1.3 Context Detection .................................................................................. 8 1.4 Session Types ..................................................................................... 10 1.4.1 Management ..................................................................................................... 10 1.4.2 Selection Logic .................................................................................................. 13 1.4.3 Best Practices .................................................................................................... 18 1.5 Features and Settings .......................................................................... 21 1.5.1 Enabled Objects................................................................................................. 22 1.5.2 App Features ..................................................................................................... 23

2 Installing WorkIt! ............................................................................................................... 26 3 Setting Up WorkIt! ............................................................................................................. 30 3.1 Assigning Licenses ............................................................................... 30 3.2 Adding the Timer Component ................................................................ 32 3.3 Customize App Settings (optional) ......................................................... 38 3.4 Customizing Session Types (optional) ..................................................... 39 3.5 Customizing Page Layouts (optional) ...................................................... 40

4 Workflow .......................................................................................................................... 41 4.1 Enabling/Disabling Timer ...................................................................... 41 4.2 Overtimes .......................................................................................... 43 4.3 Session Timeouts ................................................................................ 46 4.4 Object Level Time Totals ...................................................................... 48

5 Reporting .......................................................................................................................... 51 5.1 Creating a Custom Report Type ............................................................. 51 5.2 Best Practices ..................................................................................... 54 5.3 Samples ............................................................................................. 57

Appendix 1—Objects and Fields ............................................................................................... 59 Objects ..................................................................................................... 59 Time Fields ................................................................................................ 59

Appendix 2—Data Security ...................................................................................................... 61

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1

Customization Guide—WorkIt! Overview

WorkIt! Overview

WorkIt!® runs within Salesforce and automatically tracks the actual time users spend on handling support cases or other records. WorkIt! breaks recorded handle time into sessions. A WorkIt! session is a continuous time frame during which a user handles a record, and is represented by the Time Entry object in Salesforce. Multiple sessions will usually be recorded for each user and each record. Each session has a start time, an end time, a unique session ID, and is tagged with a predefined Session Type. WorkIt! also detects the user’s context within Salesforce, identifying the exact action performed (for example editing a record, sending an email, or searching the knowledgebase), and can optionally track each such action as a separate session. In this chapter we review how WorkIt! determines when a record is being handled, how it identifies the user’s context, how session information is being recorded, the logic behind Session Types, and the WorkIt! app features. Note:

WorkIt! is setup with the Case object by default, but can be used with other standard or custom objects as well. In this guide we use the Case object for examples. To use WorkIt! with other objects, see Enabled Objects.

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1.1


The Automatic Timer

The WorkIt! automatic timer is integrated into your Salesforce org as a home page component (when using the standard Salesforce app), or as a Service Cloud Console app component (when using Service Cloud Console). The automatic timer measures how much time users in your Salesforce org spend on various actions in their work process, and records that time into Time Entry records.

Time spent during the current Session, and the Session Overtime Status color bar

1 Session Type Selector

Session Comment Timer Control Button

Total time spent by the user on the record, and the User Overtime Status color bar

2

The WorkIt! Timer as seen on the users’ sidebar

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2

1 A Timing showing all sessions and the total time spent by the user on the associated record 1.

Time of current session

2.

Total time for this case

Starting the Timer

1.1.1

The timer starts when: m

A user navigates to a record of an object that has been enabled with WorkIt! (this can be the record page itself or another page that is associated with the record)

m

And the record has not been marked as non-‐time-‐able using workflow.

m

And one of the following occurs: q

Automatic Start has not been overridden using the Auto Start Delay feature, allowing the timer to start automatically, or:

q

Automatic Start Delay is enabled and the delay period expired (or the user clicks Start Now during the delay countdown), or:

q

When a user clicks Start Timer if Automatic Start is disabled

What happens when the timer is started? m

WorkIt! starts a new session and the WorkIt! timer displays the time being spent

m

WorkIt! identifies the user’s context and tags the session with the default Session Type for the context/object/record type combination

m

A new Time Entry record is created to record the session and the time spent

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While the timer is running m

The Time Entry record is constantly updated with the time spent

m

The timer updates the Overtime Status color bars if a respective workflow rule has been created and activated

m

The user can: q

Switch the Session Type for the current session by clicking on the Session Type Selector and selecting a different Session Type (only relevant Session Types are displayed, based on the object, record type, and context)

q

Create a new session (if the Manual Session Switching feature is enabled, by clicking New Session next to a Session Type in the Session Type selector)

q

Add a short session comment, by clicking the comment area

q

Stop the timer, if Manual Timer Controls are enabled

Stopping the Timer

1.1.2

The timer stops when: m

m

Immediate stop: q

The user clicks Stop Timer (when Manual Timer Controls are enabled)

q

The user’s timer session expires (when Session Timeout is enabled)

Graceful Stop: q

The user navigates away from the record (or closes the browser)

q

The user starts working on another record and the Unique Session Tracking feature is enabled

What happens when the timer is stopped? m

Immediate Stop—WorkIt! ends the session and records the session’s end time into the respective Time Entry record

m

Graceful Stop—WorkIt! allows one minute for the user to return to the record. If the user returns during this time, the session is continued. If the user does not return to the record within the grace period, the session is ended and the time when the grace period was started is recorded as the session end time in the respective Time Entry.

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1.2


Data Objects

WorkIt! uses two custom Salesforce objects to record tracked session information: m

Timings (Master)

m

Time Entries (Detail)

Both are created and updated automatically and can also be created or edited manually if needed. 1.2.1

Timings

A Timing is associated to a specific record and shows how much time in total the Timing owner spent handling this record.

Timings related list on a case showing two users have spent time on this case

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Each Timing can have one or more detail Time Entry records, each of which stands for a single work session perform by the Timing owner on the record associated with the Timing.

The Timing for the user Robert on case #00001024 includes four Time Entries, each is a separate WorkIt! session

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Time Entries

1.2.2

A Time Entry identifies the actual time-‐frame of the session, is tagged with Session Types, and can have an optional comment.

A Time Entry that is associated with timing #T-‐00000002, Robert has been ‘Reviewing Details’ for 11 seconds Tip:

Users can use the Add Time Spent Offline button on the Timing layout to manually create Time Entries for time that was not logged by WorkIt! if they have permissions to do so.

Note:

Both Timings and Time Entries contain a collection of time fields that can be used in reports and formulas. Additionally WorkIt! calculates the time that was spent during business hours both on Timings and on Time Entries: q

for Cases, the associated Business Hours are used for Business Time calculation

q

for other objects, the organization’s default Business Hours are used

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1.3


Context Detection

WorkIt! automatically identifies the context of the user’s current action within Salesforce. For example, WorkIt! is aware of if a record is being viewed…

or edited…

or an email is being sent…

etc.

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The identified session context affects the Session Types that are displayed in the Session Type Selector on the timer and the default Session Type that is selected to tag the session (like in the examples above). The standard contexts identified by WorkIt! are: m

Record View (Default)

m

Record Edit

m

Log a Call

m

Event Edit

m

Event View

m

Email Edit

m

Email View

m

Task View

m

Task Edit

m

Attachment Edit

m

Note Edit

m

Article/Solution Lookup

m

Case Comment Edit

Custom contexts (for Visualforce forms for example) can also be defined. Please contact the CronSights support team for additional information.

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1.4


Session Types

Session Types provide the granularity in the performance metrics collected by WorkIt! Each WorkIt! session (Time Entry) is associated with a specific Session Type that describes that session. When a new session is started, WorkIt! always selects a default Session Type. Users can also select an alternative Session Type (if those are set up). The settings of each Session Type determine when it can be selected, when it is used as the default Session Type for newly started session, and if a new session is created once the user’s action context changes. WorkIt! uses the session contexts in conjunction with Session Types to identify the actions users perform while working and distinguish those in reports. 1.4.1

Management

Session Types are managed through the Session Types tab in the WorkIt! Salesforce app. You can also get to the Session Types tab from the link in the Session Types section under the WorkIt! app setup page.

In the Session Types tab, you can create new Session Types, and edit/delete existing Session Types. Use the filter fields on the top-‐right to restrict view based on the Session Type being active, its group, objects, and contexts limits.

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Each Session Type has the following properties:

m

Name—the Session Type’s name as it appears on the timer and in reports

m

Priority—used to control the default selection order for newly created sessions, the lower the value the more precedence this Session Type gets

m

Group—used to group Session Types into section in the Session Type Selector, and for reporting

m

Active—indicates if Session Type is active and available for selection/assignment

m

Objects and Records Types—this section controls for which objects and record types this Session Type is available. If no values are specified, the Session Type is considered object global (available for all enabled objects and record types)

m

Session Contexts—controls for which session contexts this Session Type is available. If no values are specified, the Session Type is considered context global and will be available for all contexts

Notes: q

You must have at least one object and context global Session Type active

q

Session Types that have a priority value of 1,000,000 and higher are not available for selection if Session Types with a lower priority value exist for a given object/record type/context combination

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Grouping You can optionally group Session Types together, to arrange similar Session Types in the Session Type Selector. Groups can also be used in reports.

The Inquiry (collapsed) and Research (expanded) groups in the Session Type Selector Ungrouped Session Types display after all grouped Session Types in the list. To manage your Session Type groups go to Salesforce Setup > App Setup > Create > Objects > Session Type > Custom Fields & Relationships > Group Field

Edit the group field’s pick list values to reflect the desired groups, which will be available when editing Session Types from the Session Types tab.

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Selection Logic

When a user accesses a record in Salesforce, WorkIt! detects the object type , the record type and the session context. It then makes all available Session Types for that combination available for selection by the user in the Session Type Selector. When a new session is started, WorkIt! selects the available Session Type with the lowest priority value as the default. In this section we review the WorkIt! Session Type selection/assignment logic, based on the following Session Types:

Session Types used in example

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In our example, if a user views a case of the hardware record type, WorkIt! selects the ‘Reviewing Details’ Session Type by default…

and will display those session types for optional selection…

As you can see, only relevant session types for hardware cases and the View context are available for selection.

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If a user views a lead, ‘Reviewing details’ is still selected by default, however the Session Type Selector would look like this…

Note that Case related Session Types are omitted. When a user is engaged in an active session, and the session context is changed (for example when a user views a case a then clicks Edit) WorkIt! reevaluates the Session Types that are available for the new context and creates a new session (ending the previous session) in one of the following conditions: m

The Session Type of the current session is out of the new context

m

The current Session Type is context global, while a context-‐specific Session Type with a lower priority value is available for the new context

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For example, a user views a hardware case…

and then clicks Edit. WorkIt! ends the previous session and creates a new session for new context (‘Updating General Info’ is selected as the default Session Type based on our settings)

The user can also select another relevant Session Type if desired.

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When the user has finished editing the case and goes back to view it, a new session will be created as well since the ‘Updating General Info’ Session Type is limited to the Edit context. This is how the Time Entries related list on the user’s Timing for that case would look like...

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Best Practices

Session Types affect the granularity of your metrics. Depending on your organization’s needs, select one of the following strategies. In each strategy, we review the Time Entries logged by WorkIt! assuming the user performs the same actions for 5 minutes:

Coarse Granularity If you want to track each work occurrence on a record as a single session (without breaking it down to actions) setup a minimal number of context global Session Types.

Coarse granularity example—setup

Coarse granularity example—results With this strategy each work occurrence would log a single Time Entry, while the user could select a Session Type to describe that work.

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Medium Granularity If you want to track most of the work occurrence as a single session, but also want to distinguish a few specific actions (like calls and emails) setup a minimal number of context global Session Types, but also setup a context-‐specific Session Type for each action you want to distinguish. Make the priority value for those Session Types lower that the global Session Types.

Medium granularity example—setup

Medium granularity example—results With this strategy, most of the work is logged as a single Time Entry, however specific user actions trigger the creation of new sessions with a different Session Type.

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Fine Granularity If you want to differentiate most or all user actions while working on records create mostly context-‐specific Session Types for each context, and keep the number of context global Session Types to a minimum.

Fine granularity example—setup

Fine granularity example—results With this strategy each action is logged separately.

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1.5


Features and Settings

In this section we review the WorkIt! features and settings that can be customized from the WorkIt! app setup page found under Salesforce Setup > App Setup > Installed Packages > WorkIt! > Configure

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Enabled Objects

1.5.1

This section of the App Setup page displays the Salesforce objects that are enabled with WorkIt! The Case object is enabled by default with a new installation of WorkIt! and you can enable additional standard or custom objects if needed. To enable an additional standard or custom object, perform the following steps: 1.

Go to Setup > App Setup > Create > Objects and click on the Timing object

2.

In the Custom Fields & Relationships section click New

3.

Create a Lookup Relationship field and relate it to the object that you want to enable with WorkIt! (you can add a description and customize visibility options if desired)

4.

If the object for which you are enabling WorkIt! with is a standard Salesforce object, go to the object's fields page (for example Setup > App Setup > Customize > Accounts > Fields). For a custom object go to Setup > App Setup > Create > Objects > OBJECTNAME

5.

In the Custom Fields & Relationships section, click New and create a Checkbox field named 'Dont_Time' (the name must match exactly), it is not necessary to add this field to any page layouts

6.

Go to the WorkIt! App Setup page and verify that the object appears in the Enabled Objects list

Note:

By default, WorkIt! only records handling time for open cases. This functionality can be overridden using workflow rules.

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App Features

The Features table displays individual WorkIt! features that can be enabled or disabled based on your preferences. Note:

The Feature table affects the organization-‐level settings. Different settings can be used for different user profiles if necessary.

Auto Start Delay This Feature allows you to predefine a delay for the timer’s Automatic Start functionality; this is useful when you want to allow your users to quickly review a record before the timer starts tracking the time they spend handling it. When Auto Start Delay is enabled the timer will display a start countdown when a user navigates to a record. Optionally the user can start the timer immediately, or turn off the timer (these buttons are not visible when the Manual Timer Control feature is disabled).Once the delay countdown ends, the timer will start tracking the user’s session as usual.

You can customize the delay period in seconds (15 second is the default). If you want the timer not to start automatically at all, specify -‐1, then the timer will not start until the user clicks Start Timer.

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Unique Session Tracking Often users will have multiple Salesforce records open in their browsers. By default WorkIt! tracks multiple open records by the same user simultaneously. With Unique Session Tracking enabled, WorkIt! will track only the record in the active browser tab (or the active Service Cloud Console tab). When the user moves between browser or console tabs, WorkIt! automatically stops the timers for inactive tabs and activates the timer in the active tab. Note:

The timers in tabs that become inactive are stopped gracefully, meaning that the timer will keep tracking the same session if the tab is reactivated within the timer’s grace period.

Manual Session Switching This feature controls the user’s ability to start new sessions from the Session Type Selector:

Enabled—a New Session button is displayed next to each Session Type.

Disabled—the New Session button is not displayed. User can still change the Session Type for the current session Note:

This setting does not affect the creation of new sessions that are triggered by context changes accourding to your Session Types setup.

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Manual Timer Control This feature allows the user to stop and start the timer as they wish, and when Auto Start Delay is active, to start the timer during the delay countdown, or to turn of the timer before it is started.

Enabled Disabled

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2

Customization Guide—Installing WorkIt!

Installing WorkIt!

WorkIt! integrates natively into your Salesforce org via the AppExchange. You can install WorkIt! into a sandbox or into a production org. WorkIt! requires a license for every user whose handle time needs to be tracked within the production org. The typical deployment process involves Installing the WorkIt! package from AppExchange, assigning licenses, adding the timer component to home page layouts or console apps, and a few optional customization steps. This chapter covers the package installation process, whereas chapter 3 covers the additional setup. To Install the WorkIt! package: 1.

From the WorkIt! AppExchange app page, click Get It Now. You will be asked if you want to install WorkIt! into a production or a sandbox environment, and to specify your login information. You must be an administrator within your Salesforce org in order to install WorkIt! Once you log in successfully, a confirmation dialog will be displayed asking you to accept the license agreement and confirm the destination org. When you confirm that you want to proceed with the installation, the following page will be displayed:

WorkIt! installation details page

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Click Continue. The Step 1, Approve Package API Access page of the package installer is displayed:

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Click Next. The Step 2, Choose security level page is displayed:

4.

Select the ‘Select security settings’ option and then the required access (No Access, Full Access, Create and Read, Create and Edit) for each of the user profiles: q

No Access profiles have no access to WorkIt!

q

Full Access profiles have full access to WorkIt! including to all data and app setup

q

Create and Read profiles can create Time Entries (or have them automatically created) and read their tracked time information

q

Create and Edit profiles can create Time Entries (or have them automatically created) and edit their tracked time information

Note:

Permissions can be additionally customized later on using specific profile settings. However for simplicity, we recommend you select Create and Read permission for profiles of all users for whom you wish to track handle time.

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Click Next. Then click Install on the Step 3, Install Package page. When the installation is complete, the following page is displayed:

Note:

The installation process can take some time, so Salesforce may display a message informing you that a notification message will be sent to you by email once the installation is complete. When you receive this email notification, go to: Salesforce Setup > App Setup > Installed Packages > WorkIt! to get to the page above.

Now that WorkIt! is installed in your Salesforce org, proceed with the additional deployment steps in chapter 3.

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3

Customization Guide—Setting Up WorkIt!

Setting Up WorkIt!

Once the WorkIt! package is installed, carry out the following steps in order to start tracking handle time: 1.

Assign licenses to your users

2.

Add the timer component to home page layouts or console apps

3.

Customize app settings (optional)

4.

Customize Session Types (optional)

5.

Customize Case page layouts (optional)

3.1

Assigning Licenses

If you installed WorkIt! into a Production org, only users that have been assigned a license will be able to see the WorkIt! timer and have their handle time tracked. During installation, WorkIt! automatically assigns a license to the installer’s user account. You can configure other users’ licenses at this stage, or later on. In a Sandbox org, a license assignment is not required, and all users have access to WorkIt! However, setting up permissions and/or other setting may still be necessary. To assign licenses (skip for Sandbox): 1.

Go to Salesforce Setup > App Setup > Installed Packages. The following page is displayed showing all your installed packages.

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Click the WorkIt! link. The WorkIt! Package Details page is displayed.

3.

Click Manage Licenses. The Licensed Users section is displayed.

4.

Use the buttons and links in this section to add or remove users. When adding users, make sure to click Add when finished with user selection.

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3.2

Adding the Timer Component

Add the WorkIt! Timer component to: m

The home page layouts assigned to the user profiles whose handle time you intend to track (when using the standard Salesforce app)

m

Your Service Cloud Console apps (when using the Service Cloud Console)

To add the timer to the standard Salesforce app: 1. Go to Salesforce Setup > Customize > Home > Home Page Components 2. In the Custom Components section click New 3. Enter ‘WorkIt! Timer’ as the component name and select Visualforce Area as the Component type, click Next

4. Select the Narrow (Left) position, specify ‘WorkIt! Homepage Component’ as the Visualforce page, set Height to 300, and click Save

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5. Go to Salesforce Setup > Customize > Home > Home Page Layouts 6. Click the Edit link next to the home page layout you wish to edit

7. In the Select Narrow Components to Show section, check the ‘WorkIt! Timer’ component (do not add the pre-‐existing ‘WorkIt!’ component), click Next

8. Place the WorkIt! Timer component at the top of the left column and click Save

9. Repeat steps 6 thru 8 for every home page layout you wish to add the WorkIt! Timer component to

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10. Go to Salesforce Setup > App Setup > Customize > User Interface. In the Sidebar section, mark the Show Custom Sidebar Components on All Pages checkbox and click Save at the bottom of the page

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11. Navigate to an open case (use a user account that is assigned to a profile that has the WorkIt! timer component on its homepage layout), and verify that the WorkIt! Timer appears on the sidebar

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To add the timer to the Service Cloud Console: 1.

Go to Setup > App Setup > Create > Apps, and click the Edit link next to the App Label of your Service Cloud Console app (in the Service Cloud Console column its checkbox is marked).

2.

Scroll to the Choose Custom Console Components section and add the WorkItConsoleApp component to the selected items list, and click Save.

3.

Repeat step 2 for each console app to which you wish to add the timer component.

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When working in the console, the WorkIt! timer will appear in the footer bar and can be shown or hidden by the user.

The Service Cloud Console with the WorkIt! timer component Note:

If multiple records are open in the console, the timer displays the handle time for the currently selected console tab. When you select a different tab in the console, the timer for the newly selected tab is displayed.

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3.3 1.


Customize App Settings (optional) Go to the WorkIt! package details page (Setup > App Setup > Installed Packages > WorkIt!) and click the Configure button. The WorkIt! App Settings page is displayed.

2.

In the Features (Organization Level) section, customize the timer’s behavior by enabling or disabling specific app features.

3.

Optionally enable additional objects with WorkIt!

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3.4


Customizing Session Types (optional)

For an explanation of Session Types, see section 1.4. To customize Session Types: 1.

Switch to the WorkIt! App from the Salesforce app selector, select the Session Types tab (alternatively go to the WorkIt! app setup page at Setup > App Setup > Installed Packages > WorkIt! > Configure) and click the link in the Session Types section.

2.

Create or modify the Session Types required using the buttons and links.

3.

To modify the Session Type groups go to Salesforce Setup > App Setup > Create > Object > Session Types, scroll to the Custom Fields & Relationships section and click the Group field, then modify the pick list values to represent the groups desired.

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Customizing Page Layouts (optional)

3.5

If you wish to display handle time information for each user (Timings related list) on your case page layouts follow the steps below. To customize case page layouts: 1.

Go to Salesforce Setup > App Setup > Customize > Cases > Page Layout, the Case Page Layout page is displayed.

2.

Click the Edit link by the page layout that you want to modify, the page layout editor is displayed with the field selector on top.

Cases Layout Editor field selector 3.

Select Related Lists in the box on the left and drag and drop the Timings related list from the field selector into the body of the case layout below, and click Save.

4.

Optionally, repeat the above steps for other case page layouts as required.

Note:

By default, WorkIt! is enabled with the Case object. Once WorkIt! is enabled with another object, you can add the Timings related list to that object’s page layouts as well.

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4

Customization Guide—Workflow

Workflow

WorkIt! is tightly integrated with the Salesforce workflow engine. Workflow rules can be used to control the timer’s operation, email alerts/schedule tasks based on recorded handle time data, set Overtime Statuses, activate the Session Timeout feature, and more. This chapter shows a few examples.

4.1

Enabling/Disabling Timer

You can enable or disable the timer on a specific record based on its field values. Each object that has been enabled with WorkIt! has a ‘Don’t Time’ checkbox field. WorkIt! will not track the handling time on a record when this checkbox is checked. You can use workflow rules with the field update action to control when the timer is enabled or disabled for a specific record.

Examples The rule below will disable the timer on a case when its status is change to On Hold:

Example—Case On Hold

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Associated Field Update Action:

The rule below re-‐enables the timer on a case when its status is changed from On Hold:

Example—Case removed from On Hold

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Associated Field Update action:

Note:

4.2

Two default workflow rules are created when you install WorkIt! The first rule, ‘WorkIt! Case Close’, disables the timer on closed cases. The second, ‘WorkIt! Case Open’, re-‐enables the timer if a case is re-‐opened. You can deactivate these rules and create your own to override this behavior. By default, WorkIt! will not track time on cases that were closed before the app was installed.

Overtimes

A Time Entries related list with Overtime Statuses With Overtimes, you can create workflow rules that will trigger a change in the timer’s color bars while a user is working on a record. This is useful when you need to visually indicate to the user when too much time has been spent during a certain session or on a record in total. Overtimes are also useful to reflect SLAs based on actual handle times. The Time Entry and Timing objects both have a Color pick list field which can have each of the following values: Red, Orange, Yellow, Green, Blue and Violet, and an Overtime Status image formula field which shows the chosen color. The Color fields affect the color bars on the WorkIt! timer. Those change in real time when a rule is triggered.

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Example The rule below triggers a color change on a user’s timer during an active session when the time spent during that session exceeds 5 minutes. The Overtime Status field for the Time Entry that triggered the rule will also be affected:


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As a result, the color bar for the session’s time on the user’s timer will change from Green to Yellow when the rule triggers.

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4.3


Session Timeouts

Sometimes you may want to end a session if there is no user activity, for example: the timer was left running, but the user left their desk. You can use the WorkIt! Session Timeout mechanism to end a session after a predefined period of idle time (when no UI activity occurs). Use Workflow to update the Timeout Seconds field on the Time Entry object to enable session expiration. If the Timeout Seconds field has a non-‐zero value, a session expiration dialog will be presented to the user one minute before the session expiration time, alerting him or her for action.

Example The rule below will end all sessions of the ‘Reviewing Details’ type after 15 minutes of inactivity:

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Timeout value is specified in seconds Once the rule above is activated, sessions of the ‘Reviewing Details’ type will end after 15 minutes of inactivity, unless the user clicks the Keep Working button on the session expiration dialog.

Note:

If any UI activity is performed before the session expires, the session timeout countdown is reset to the values specified in the Timeout Seconds field.

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WorkIt!®


Object Level Time Totals

4.4

The Timings related list on a record displays the time spent by each user individually. WorkIt! can also sum up the total amount of time spent by all users (all related Timing records) for that record. If Object Level Time Totals are enabled, the total amount of time spent on a record by all users can be displayed on the record’s page layout, and used in workflow rules. Note:

We recommend that you enable Object Level Time Totals only if it’s necessary to display the total time spent by all users on the record’s page layout as using this feature consumes more storage space. Using summary reports offers more flexibility with identifying the total handling time for each record. See the reporting chapter for examples.

To enable Time Totals at the object level: Note:

If you are enabling Time Totals for the Case object, skip to Step 2:

Step 1: Create Fields (skip for the Case object) 1.

If the object that you are enabling Time Totals for is a standard Salesforce object, go to the object's fields page (for example Setup > App Setup > Customize > Accounts > Fields), for a custom object go to Setup > App Setup > Create > Objects > OBJECTNAME.

2.

In the Custom Fields & Relationships section, click New and create a Lookup field to the Time Total object, name this field ‘Time_Total’ (the name must match exactly), it is not necessary to add this field to any page layouts.

3.

In the Custom Fields & Relationships section, click New and create a Checkbox field named 'Allow_Update' (the name must match exactly), it is not necessary to add this field to any page layouts.

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WorkIt!®


Step 2: Create Workflow rule Create the following workflow rule on the object you are enabling Time Totals for:

Related field update:

The rule above will allow WorkIt! to update newly created records, existing records will become updatable upon an edit/save operation by a user.

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WorkIt!®


Step 3: Create Formula fields Once the Time_Total and Allow_Update fields have been created, you can take advantage of the Time Fields from the related Time Total object in order to display the total time using formula fields. For example, you can use the following formula to display the total time spent on a record in hours: Time_Total__r.WorkIt2__Time_In_Hours__c Note:

It is not necessary to create any formula fields on the Case object as default formula fields are created during the WorkIt! installation. Add existing fields to the Case layout when necessary instead.

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WorkIt!®

Customization Guide—Reporting

Reporting

5

WorkIt! offers native and flexible reporting within Salesforce. In this chapter, we review the report types available with WorkIt!, the setup required, and some best practices. The following report types are available when creating a new report with WorkIt! data: m

m

m

Timings with OBJECT (for example ‘Timings with Case’): q

Simple Standard Report

q

Each line shows the total amount of time spent by each user on each record (a single Timing)

q

Includes handling time only on one object type

Timings with Time Entries: q

Simple Standard Report

q

Each line shows a single WorkIt! session (Time Entry)

q

Session Types are available for enhanced granularity

q

Includes time spent across all object types

OBJECT with Time (custom type, for example ‘Cases with Time’) q

Custom Report Type (3 levels, OBJECT > Timing > Time Entry)

q

Each line shows a single WorkIt! session (Time Entry)

q

Session Types are available for enhanced granularity

q

Includes handling time only on one object type

q

Complex summaries based on session and record information

q

Additional flexibility with specific averages

Creating a Custom Report Type

5.1

In order to run complex reports that allow enhanced summaries of session level information (the third report type), you’ll need to create a custom report type. Note:

The ‘Cases with Time’ report type is created when you install WorkIt! and is used in the sample reports, however we recommend that you create your own custom report type for Cases to ensure that you could utilize all of your custom case information in your reports.

To create a custom report type: 1.

Got to Salesforce Setup > App Setup > Create > Report Types.

2.

Create a new custom report type. For primary object choose the object on which you want to base the report (we use Cases in this example), type in a label, a name, pick a category, and click Next.

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WorkIt!®


3.

In step 2, create the following hirrarchy: OBJECTNAME > Timings > Time Entries, and click Save.

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WorkIt!® 4.


Optionally, edit the field layout for the custom report type to add or remove fields that will be available in the reports. Once the report type is created, you will see the new type as an option in the Report Builder. Select this report type when creating complex handle time reports.

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WorkIt!®

5.2


Best Practices

Time Field Summaries When running a session-‐based report (Timings with Time Entries or OBJECT with Time), always use the Time Entries’ time fields for summaries.

Report Time Frames When running a session-‐based report (Timings with Time Entries or OBJECT with Time) and you want to limit the report time frame based on when each session occurred, we recommend that you use the Time Entry’s End field as the Date field for the limit. This way, only ended sessions will be accounted in the report for better accuracy.

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WorkIt!®


Record-‐based Averages Is some cases you may want to use in-‐report formulas to calculate the average handling time on a record in a session report. For example, ‘how much time on average is spent on phone calls?’ To calculate this kind of average you will need to create a ‘count’ formula field on the object that the report is based on. Below is a count formula field for the Case object (the formula value is “1”):

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WorkIt!®


With the count field in place, you can utilize it in a report summary formula:

Note:

Make sure to add the count field to the custom report type layout in order the filed to be displayed.

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WorkIt!®

5.3


Samples

WorkIt! includes a few sample reports and an overview dashboard. Those are found in the WorkIt! reports and WorkIt! dashboards folders.

The WorkIt! Reports folder

A sample WorkIt! dashboard based on the sample reports

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These can be used as a starting point to analyse handling time spent on cases, until you create your own reports if nessesary. Those reports are based on the Cases with Time report type, and easily break handle time by Session Types, Users, and Accounts.

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Customization Guide— Objects and Fields

Appendix 1—Objects and Fields Objects WorkIt! uses the following objects: m

Session Type (Custom, installed with the package)

m

Time Entry (Custom, installed with the package)

m

Timing (Custom, installed with the package)

m

Time Total (Custom, installed with the package, used only if Object Level Time Totals are enabled)

m

Case (WorkIt! is enabled for cases by default)

m

Other objects that were enabled with the app

Time Fields The following formula fields are common to the Time Entry, Timing, Time Total, and Case objects, and are calculated based on the time recorded at each level. You can use those fields in workflow rules, email templates, reports, page layouts and other custom formula fields as needed by your organization: m

Hours—Contains the Hours portion of the total time spent.

m

Minutes—Contains the Minutes portion of the total time spent.

m

Seconds—Contains the Seconds portion of the total time spent.

m

Time

m

m

m

q

Concatenates Hours, Minutes and Seconds into a string in the’ Hh Mm Ss’ format.

q

For example if Hours=2, Minutes=15 and Seconds=25 then Time = ‘2h 15m 25s’.

Time in Hours q

A numerical value that displays the total time divided by hours (rounded to 2 decimal places).

q

For example if Hours=2, Minutes=15 and Seconds=25 then Time in Hours = 2.26.

Time in Minutes q

A numerical value that displays the total time divided by Minutes (rounded to 2 decimal places).

q

For example if Hours=2, Minutes=15 and Seconds=25 then Time in Minutes = 135.42.

Time in Seconds q

A numerical value that displays the total time divided by Seconds.

q

For example if Hours=2, Minutes=15 and Seconds=25 then Time in Seconds = 8125.

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WorkIt!®

Customization Guide— Objects and Fields

The following fields are the same as the total time fields above but are based on the business time spent (according to your organizations’ business hours settings in Salesforce): m

Business-‐Hours, Business-‐Minutes, Business-‐Seconds, Business Time, Business Time in Hours, Business Time in Minutes, Business Time in Seconds

Note:

Other fields included with WorkIt! that are labeled with WINTERNAL are used internally by the application. Do not use them in page layouts or workflow rules.

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Customization Guide— Data Security

Appendix 2—Data Security During the WorkIt! installation process you can specify the access level to WorkIt! components and objects that will be granted to each user profile, this appendix specifies what permissions are required for each scenario so you can adjust permissions after installation if needed. Handle time tracking Visualforce Page Access: WorkIt2.WorkItHome Workit2.WorkItConsole Workit2. WorkItConsoleAppComponent Object Access: None (WorkIt! creates Timings and Time Entries on behalf of the user) Viewing WorkIt! data Object Access: Read permission on Timing and Time Entry Editing WorkIt! data Visualforce Page Access: WorkIt2.TimeEntryEdit WorkIt2.TimeEntryEditMulti Object Access: Create and Edit permission on Time Entry Note:

A license is required for any access to WorkIt! components or data objects.

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WorkIt! Automatic Time Tracking (ATT) Customization Guide

WorkIt! Automatic Time Tracking (ATT) Customization Guide

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