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Service Aeon Introduction

Automation​

  • Service Aeon doesn't have a start or stop button, it works without user intervention.
  • Service Aeon tracks the time spent on open cases, when a case is closed, tracking is paused (resumed if the case is reopened).
  • Service Aeon automatically detects the active case when the user moves between cases or console tabs.
  • If you setup custom action tracking fields, agents can specify which actions they engage in while working and adjust a specific action's time when needed.

Data Collection and Management​

  • The time spent on a case is tracked separately for each user.
  • Time spent in Knowledge is tracked separately as well.
  • Each user's time on a given case is summarized daily.

Analytics​

  • Service Aeon reports can be filtered by any case, account, or user field.
  • You can easily roll-up effort data at the case or at the work day level.

App Components​

Here's a brief outline of Service Aeon's package components.

Lightning Components​

  • Aeon2 (utility bar)
    • Required to track user time and effort.
    • Displays the user's daily effort stats when open.
    • Displays a 'Working' label when the user is working on a case (you can customize the working and idle labels to be displayed).
  • My Effort (case record page)
    • Displays the current user's effort on the selected case.
    • Updated in real-time.
    • Shows the time (hours, minutes, and optionally seconds) spent on the case and overall duration in days.
  • Aeon2 Action
    • Used to automate action tracking.
    • Displays only in the lightning app builder.
    • Used in conjunction with visibility filters to trigger timer actions.

Custom Objects​

  • Agent Work Day (day__c)
    • Each record aggregates daily effort data for every user for a given date.
    • The date is logged according to the user's locale.
  • Case Work Log (log__c)
    • Each record is a associated to a specific Agent Work Day.
    • Holds daily effort metrics for the associated user on a given case.

Custom Tabs​

The Aeon2 package includes custom object tabs for the Agent Work Day and Case Work Log objects. You can add those to your Salesforce apps for easy access to Service Aeon data. Custom lightning record pages are included as well.

Reports and Dashboards​

Sample reports and dashboards are included in the Aeon2 Reports and Aeon2 Dashboards folders. Use those to report on collected Service Aeon data and customize as required. Aeon2 reports include fields from the Service Aeon custom objects, together with the associated case, account, contact and user fields.