Time Machine is your command center for visibility into what everyone on your team is working on across different locations and time zones. You’re able to see what tickets are being worked on, by whom, and which team members are OOO, on lunch break, or available. It also has a time-based historical report and time-lapse replay feature.
With an Availability Board and Efficiency Chips, you can drill down into ticketing stats. In this post, we’re breaking down what everything means so you can make better decisions.
Availability Board
The Availability Board, which is also included in our My Tickets (MTX) product, provides a live view of tickets currently held In Progress by your team. Your view can include all members of the company or be customized by team. In addition to showing how long each ticket has been In Progress, all information regarding the ticket is available by clicking on the ticket.
Efficiency Chip
Each team member also receives their own Efficiency Chip. There are three layers.
- The center displays how many tickets you completed/how many tickets you worked on that day.
- The inner ring shows how much time you had tickets In Progress, unavailable (i.e. lunch), and available (i.e. any time that a ticket is not in progress during scheduled hours calendar in CW)
- Time Machine considers any status marked as In Progress here:Â https://app.nilear.com/settings/sla-review
- Difference between Waiting versus Inactive versus Available? Users are given 5 minutes of Waiting time to account for the natural transition between tickets. After the initial 5 minutes, and up to the 15-minute mark, the user is classified as Inactive. If no activity is recorded for 15 minutes, the user is then marked as Available and eligible for ticket work.
- The outer ring shows technical time (billable and non-billable) and non-technical time. This is based on the work type chosen for the time entry. For instance, support might be technical, but marketing is admin (non-technical). You can review the work types for your company here:Â https://app.nilear.com/settings/work-types
When you click onto your Efficiency Chip, more stats are available. You can see these for the day, week, month, quarter, and year as well as toggle between a calendar and graph view.
Chip Tab
Delta Time vs In Progress is the difference between your Duration In Progress and Time Recorded. Anything over 15 minutes delta will cause a warning icon to appear. Nilear promotes real-time ticketing, which means when a ticket is being worked on, that the ticket is In Progress and, when it is not being worked on, it is not In Progress. The time recorded against the ticket should match the In Progress time of the ticket. When these do not line up, it means one is eschewing from real-time ticketing, either by over or under recording work via time entries or holding tickets over or under their In Progress time.
Working Tab
This tab breaks down what you worked on during the day. The chip in this view will give you the ticket numbers and duration for your In Progress time.
Non-Working Tab
This tab shows the duration and averages of Available, Away From Keyboard, Lunch, Off, and PTO time.
Time Entry Tab
This tab looks very similar to the Working Tab at first glance, but there are some key differences. Firstly, the chips shown in the calendar view differ. This tab only shows time entries as opposed to all the tickets and statuses (lunch, available, etc.) throughout the day.
This tab also allows you to drill down on time entries by entries, boards, board types, companies, and work types. So, while the entries filter looks the same as the Working tab, the other filters give you the ability to look at specific facets.
Note: Time Machine will only show tickets that have been put in progress on that day. If a ticket has been in progress overnight or longer, it will not appear. If your techs are not working on a ticket, it should be put in a waiting or scheduled status.
For more information on definitions, icons, etc. visit our website: https://docs.nilear.com/time-machine