Features

Tracking Time

See the true cost of providing Service in your organisation.

Service Desk Time Tracking

Time Tracking provides for enhanced budget control while improving the forecasting ability within your organisation.

Simple and accurate time recording is incorporated within the ticket allowing agents to record the number of minutes or hours spent working on tickets.  The powerful InvGate Analytics engine allows you to analyse the deployment and consumption of your resources across the organisation.

Wait-Time Analysis monitors the amount of time a ticket has been allocated to each participant, be it the agent, end-user, an approver or an external organisation. Built in reporting functionality automatically analyses this information and provides critical insight for use in performance management or process improvement and can identifiy underperforming teams or process bottlenecks.