Tracking Agent Actions
Service Aeon automatically tracks the overall time agents spend on cases. You can also track time for specific actions separately by allowing agents to indicate what they're doing while working on a case using the My Effort component, or by automating action selection using the Aeon2 Action component on your lightning pages. Agents can also adjust a specific action's time manually when necessary.
Follow the steps below to create a tracking field for every agent action you wish to track separately.
Creating Action Tracking Fields
An action tracking field for the Knowledge action is already included in the Service Aeon package.
In Lighting Experience, go to Setup > Object Manager, and click on the Work Log object.
In the Fields & Relationships section, create a new custom field of the Number type. Specify a label for the action, and make sure to prefix the field's name with t_. Accept the default values for the rest of the wizard.
Switch to the Aeon2 Admin app > Effort Groups tab. Edit your effort groups to make the newly created action available to your users.
Automating Action Tracking
Once you have your action tracking fields ready, you can automate action selection by including the Aeon2 Action component in lightning record pages or in your custom components. Here's how to automate tracking for the Knowledge action when users view Knowledge articles:
Edit your Knowledge Lightning Record Page in the Lightning App Builder.
Add the Aeon2 Action custom lightning component to any location on the page. The component is visible only when editing the page in the App Builder.
In the component properties select the action you'd like to assign to this page (in this case Knowledge).
Save and activate the page for your users and lightning apps.