Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Two settings that decide how tracking behaves. One is usually right on; the other deserves a hard look.
Set them
- Open the tracking settings in Workforce Management.
- Choose whether time is tracked automatically.
- Choose whether task lock is on.
- Tell agents what each one means for them.
Auto-tracking: usually on
It records time from what agents actually do, with nothing to remember. Manual tracking depends on people starting and stopping timers, and the resulting data is not accurate enough to plan from.
Task lock: think carefully
Task lock ties an agent to one item until they finish it, so time is attributed cleanly to one thing.
It produces tidier data. It also stops an agent from glancing at an urgent ticket, answering a colleague's question, or picking up a call.
The question to ask
Does your team work one thing at a time? A phone team largely does. A team handling email while covering chat does not, and locking them produces friction all day for cleaner numbers.
Data quality is not worth making the work harder.
Start without task lock
Run auto-tracking alone for a month and see whether the attribution is good enough. Usually it is, and you have avoided a change agents would have resented.
Consistency matters more than the setting
Whichever you choose, apply it the same way across a team. Different tracking settings within one team make their numbers incomparable, and that is worse than either choice.
Explain it once
What is recorded and what it is used for. Agents accept tracking they understand and resent tracking that simply appears.
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