Assume that your Customer Support gets a Case that comes in late Friday evening. It doesn’t get worked on until Monday morning. While your Support Team spends just 10 minutes working on the Case, the Case Age calculation tells you that it took almost 3 days to close! Throws your Case handling metrics completely out of whack, doesn’t it? So how do you find the actual time spent on the Case?
With the Mobile Time Tracker version 1.52, we’ve introduced a new Lightning Component to automatically track time. You can select the Objects that you want to automatically track time for. Your Salesforce Administrator can set up the Lightning Component for any/all objects that you want automatic time tracking for. In this specific case, your administrator sets up and activates the Track Time component for Cases.
The Track Time Lightning Component
Now, every time an agent opens the Case View page for a specific Case, the timer automatically tracks time spent viewing the Case. If the agent closes the view page or navigates away to a different page, we automatically update a Time Detail log. Let’s say your agent navigates to a specific Case multiple times, then we create a Time Detail log each time. Assume different agents access the same Case, then each agents’ time is tracked against that Case. And your agents do not need to click on a timer or do anything special. All she does is View the Case that she’s working on. Finally, a simple Salesforce report gives you a summary of all the time that has been spent by one or more agents on that Case.
Your Case metrics are no longer skewed by night times, weekends, or holidays. You get a clear insight into actual time spent by agents on Cases. You no longer need to guess why some Cases take longer than others. The data and statistics are clear and compelling.
Your staffing decisions, reports, stats to leadership, and service bills to customers all have solid data to back them up. Respond to questions about time spent with confidence.
Native Salesforce component
The Track Time component integrates seamlessly into your Salesforce Lightning environment. All-time tracking data is safely stored in Salesforce. That makes integration with billing and payroll systems simple and effective. And with Salesforce, it’s easy to create any additional reports you need.
More uses of the Track Time component
Assume that you set up the Track Time component on your Salesforce Accounts object. Law firms can easily use the Track Time component to track time that lawyers and paralegals spend on specific customer accounts. Now you can manage billable time with minimal effort.
Set up the component on Opportunities or Leads. You get a complete insight into how much time your Salespeople are spending on each Opportunity.
Set up the component on Projects. Now you have a view of the time your operations team spends on Projects.
If you think of your workplace as an obstacle course filled with distractions, you’re not alone. Between long meetings, emails, social platform notifications, alerts from your mobile phone, and loud colleagues, most of us are inundated with potential time-wasters. But the killer is not just the distraction, it’s how much time it takes to get your focus back on the task at hand. According to a UC Irvine study, it takes an average of 23 minutes and 15 seconds to get back to where you left off, after an interruption. Honestly, it’s a wonderful work gets done at all!
But maximizing your productivity at work can mean the difference between leaving at a reasonable time or being endlessly chained to your desk. Work-life balance is important to maintain your sanity and actually have a life outside work. So let’s identify some of the biggest time wasters in the workplace and see how we can address them.
Time Waster # 1: Email
We’ve all become addicted to email. It’s a great way of asynchronous
communication. Chances are checking email is the first thing you do when you wake up and the last thing you do before you go to bed. But emails can also lead to lots of unnecessary back-and-forth communication that wastes time. And with trigger-happy Reply All co-workers, your Inbox is probably full all the time!
If it’s something that needs to be discussed, talk face to face with the person and get the issue resolved.
If you can’t do face to face, then call them on the phone and get the issue sorted out.
Follow the call with a quick email detailing what you discussed.
If you are not the person to whom the email is addressed, set it aside for later.
Check emails at specific times during the day. Respond to urgent ones quickly. Set aside others and Reply All emails to be dealt with at a later time.
Hack: If you are not the person to whom the email is addressed (you have only been CC:d), then don’t feel obliged to respond. Use the same logic when you send out emails too.
Time Waster #2: Meetings
Meetings can be a huge time-sink. And if they are poorly planned and executed, then they are doubly so. Doodle (an online scheduling service) just released the results of its study of 19 million meetings in the US, UK, and Germany. The cost of poorly organized meetings just in the US in 2019 is estimated at $ 399 billion.
Make sure that every meeting host has a set agenda to be discussed and that it’s distributed to attendees before the meeting starts.
Talk to the meeting host and ask why you should attend. If you feel that someone else from your team would be able to contribute more to the task at hand, then get them to go and give you an update.
If you are hosting the meeting, make sure that everything is set up and visual aids are up and running before people walk into the meeting.
Hack: Set up all your meetings to be stand-ups. Schedule them for 20-30 minutes. Very little chance that they’ll go over. 🙂
Time Waster # 3: Smartphones and Social distractions
Smartphones enable us to be more connected and tuned in. But it also comes
with a built-in productivity sink. US adults spent an average of 3 hours 35 minutes per day on mobile devices in 2018. Recent research shows that 58% of staff spend at least 4 hours per week on non-work websites. That’s a lot of your work time that’s going into unproductive stuff.
Turn off all notifications on your phone during work hours. Believe me, you’ll get a lot more done.
If you can’t resist checking your social media accounts every 5 minutes, block them.
Give yourself a proper lunch-break. Use that time to check all your social media accounts and non-work websites, without feeling guilty about it.
Hack: Put your phone face down when you’re working. Stops all calls and notifications. Most smartphones let you set up some numbers (family) that will still ring when your phone is face down. But all other distractions will stop.
Time Waster #4: Chatty coworkers and a noisy office
It’s hard not to talk to colleagues. After all, you spend 40 hours (perhaps more)
with them every week. But chatting with colleagues is one of the biggest time wasters. And with open plan offices, even if you aren’t chatting, the noise of others chatting, laughter, phone ring-tones can all contribute to stopping you from staying focused.
See if you can move or work in an empty conference area/room when you need to do focused work.
Limit banter to lunchtime or break time.
If possible, see if you can work remotely when you have important things to complete.
Hack: Wear headphones while you work. Signals to your coworkers that you are busy and they’ll only disturb you if it’s work-related and important. Also, several studies state that listening to calming sounds like flowing water or rain can help you focus.
Time Waster #5: Failed multi-tasking
You probably think that multitasking makes you more productive. But the reality
is very different. Studies have consistently proved that the majority of people have lower performance when trying to do multiple tasks. So if you find yourself juggling 3 or more tasks at a time, it’s time to reevaluate your work habits.
Spend some time creating a daily task list that promotes single-tasking.
Prioritize and then break up your day accordingly. If possible, assign a set time to do each task, based on importance.
Complete one task before moving on to the next.
Hack: Put specific tasks at specific times on your calendar (phone/desktop/paper). Make sure that you do the tasks at those times.
While each one of these time wasters probably doesn’t seem that serious, collectively they can be a huge drain on your productivity and work time. They can prevent you from focusing on real work, causing you to stay late, or taking unfinished work home to your family. I hope this list helps you identify your personal time-wasters. And gives you some pointers on how you can get more quality time with your family and on things that you really enjoy. Good luck! And do share your tricks to eliminate time wasters.
A couple of weeks ago, I met up with a group of friends. I was astounded by the eidetic memory of one of them. As she showed pictures from 37 years ago, one of the women was able to rattle off dates, events, anecdotes of people. Down to even the names of the dogs at one of the houses.
I’m pretty sure that one of the reasons that those memories were so strong was that the exchange program was so seminal in her formative years. But what of less influencing events? How do we manage those? How do we ensure that we actually do everything that has to be done, complete all the tasks and activities of our daily work life. And that of our home life. Can we rely on just our memories to carry us through all of that ever-expanding domain?
Fortunately, there’s a range of technology to help us get through the daily grind. I
remember my dad’s to-do lists. Every morning, his first task would be to make a list of all the things that he had to through the day on a sheet of paper. He would tick off tasks as he got them done. Today, with To-do lists on our ubiquitous mobile phones and wearable technology, it’s easy to organize and get work done efficiently. With multiple calendars on our mobile phones, you can set up all your meetings and timed activities on your calendar with reminders to make sure that you don’t miss a thing.
Moving on to our own domain of volunteer tracking and management in the
resource-constrained non-profit world. Technology becomes key to handling large numbers of volunteers who come in at different times to do different tasks. You can use technology to post your volunteer opportunities on mobiles or on the web. It’s not just McDonalds that can get people to self-serve and clean up after themselves. Volunteer tracking software allows your volunteers to sign up for those opportunities at their convenience, either on their mobiles or on the web. Automatically send out registration confirmations, event reminders and thank you emails. Generate online / mobile-based signup sheets and rosters. Volunteers can check in/out of their assignments to track the time spent and send you feedback online. You can use volunteer tracking to identify your star volunteers and recognize them.
The return on investment includes reduced workload for harried nonprofit staff, greater convenience and better engagement with volunteers, and the ability to ensure that the right number of volunteers are available for your projects. So for those times when just memory does not suffice to recall how many volunteers actually showed up for an event or how long they actually worked, volunteer management technology is definitely the answer.