Case handling time (Preview)
Organizations can now track the time agents spend on cases in Dynamics 365 Customer Service. This feature allows managers to monitor agent performance, identify areas for improvement, and ensure effective resource allocation. Enabling this feature requires configuring the Customer Service Admin Center and adding the "Case handling time widget" control to the case form. Agents using the multi-session app will have time automatically tracked, while agents using single-session apps will need to add the widget to the case form. The time tracking works differently for multi-session and single-session apps, with time intervals and temporary storage in the browser. Overall, this feature provides valuable data for performance evaluations, process improvement, compliance, and customer satisfaction.
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