Tracking hours

Question

How to track my hours worked on RC? Our company bases our calculated Time Stamped hours on payroll How can I as a remote agent see my hours worked in real-time or at the end of the day?

welcome01 · Accepted Answer

It depends on whether you are an admin or a standard user. IF YOU ARE AN ADMIN you have access to the analytics portal. I can explain further if you confirm that you are an admin user, since you have quite a lot of options here.

IF YOU ARE A STANDARD USER, the only "easy" way to find out how much you've worked would be to export your call log history for a given time frame, then sum up the Duration column in excel.
This will give you the total call handling time, I believe (including ringing time, live talk, on hold time, wait time in queue for calls received through a call queue).

If you are a standard user, but want to have access to the analytics portal, an Administrator would have to change your role to a Manager/Super admin, or create a Custom Role with access to Analytics.

lradford · Answer

I'm certainly not ungrateful! The operations manager decided to use RC to keep track of and pay outbound agents for the time they are on the phone talking or making calls makes sense right? If an agent is off the system for over 10 minutes every minute over 10 minutes is subtracted from the time already worked! So if you worked an hour and took a 30-minute lunch then that 20 minutes would come off the hour or 60 minutes you get paid for 40 minutes! lol, It just seemed with this mathematical process of getting paid I've been short on my pay I mean by a lot Thats my reasoning behind seeing if there was some way RC could let me know at the end of the day how many hours I was TIME-STAMPED for! Thank you for listening!

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