The logging section within the tool aims to show the effort spent by the agent on each ticket. For this, we have:
Logged hours: Shows the "Logged time" within the ticket, whether manually or by the start and end of the activity.
Worked hours: Only considers the time logged in that schedule; to be considered, the agent must have set the start and end time of the activity.
Logged hours: Shows the "Logged time" within the ticket, whether manually or by the start and end of the activity.
Worked hours: Only considers the time logged in that schedule; to be considered, the agent must have set the start and end time of the activity.
In this case, we have a log from 08:23 to 09:23, it has already been accounted that 1 hour was worked. We have another log from 08:30 to 09:00, which only counts as logged time.
Accounted time: Will only appear on the ticket screen and in the report when the ticket requester has a registered Hours Contract; it will be the time that will be deducted from the client's active contract.
Accounted time: Will only appear on the ticket screen and in the report when the ticket requester has a registered Hours Contract; it will be the time that will be deducted from the client's active contract.
I may have worked 4 hours on the ticket, which will be my log, but if I have an agreement with the client to consider only 1 hour, I log 4 hours in the time log and 1 hour in the accounted time; this way, only 1 hour will be consumed from the contract.