Time tracking
Which times Leadmode measures, how project rules count them and how the block report, disruptions and daily report relate.
Leadmode measures working time from events. There is no keyboard, mouse or screen monitoring. You set the rules per project; you see the result in the block report and in the project quotas.
What is measured
| Time | Start | End |
|---|---|---|
| Call gross | Dialling | Hanging up |
| Call net | Answering | Hanging up (without an answered conversation there is no net) |
| Documentation | Hanging up (if the window is opened later, opening the window) | Saving the outcome |
| Opening the email window at the lead | Sending |
Each measured time is an unchangeable segment with employee, project, lead, type, start and end. The same occasion is never counted twice. Test calls and appointment outcomes do not create segments. Employees see their own segments; project leads and admins see those of the project.
Only emails at the lead are measured, not emails from the general mailbox without a contact reference.
Project rules
They apply per project and can be changed by project leads and admins:
- in the step Time tracking when creating a project (‘Which time is measured?’),
- in the project under Edit quota on the Time tracking tab,
- in the calendar under Project quotas.
| Setting | Meaning |
|---|---|
| Measure call time, Measure documentation time, Measure email time | Which times are measured at all. |
| Call time | Net: answering to hanging up or Gross: dialling to hanging up counts as working time, never both together. |
| Documentation counts, email counts | Whether these times count as working time. |
| Documentation at most (min.), email at most (min.) | Upper limit per segment (default 15 and 30 minutes). Longer segments are shortened and marked, so that an open window does not count as work. |
The counting rules only take effect if the measured working time is the basis of the quota or the billing. Without an own rule, default values apply.
Block report
After a telephony block, you document the block. There, under Measured in this block, you see what was measured for you in the block period and what counts under the project rule. The measurement serves the comparison. The working time remains the entry in the report.
- From your calls (automatic): figures from confirmed call transactions, without typing them.
- Activity minutes: telephony, documentation, other, plus break and goodwill.
- Disruptions (at most 20): reason, minutes and a mandatory note. Reasons: CRM / telephony, leads / data, internet / device, internal interruption, other. Pure waiting because of a disruption is never booked as performance. If the disruptions are longer than the block, Leadmode rejects the report.
- Status of a block: open, draft, confirmed, corrected. Project leads and admins can correct goodwill and billable time in the section Review of quota and time; every confirmed version is kept.
Example: 120-minute block = 75 telephony + 15 documentation + 20 waiting due to a disruption + 10 break. The actual work is 90 minutes. Planning itself does not generate actual hours: quota and progress only count confirmed reports.
The reports of a project are under the tab Block reports (project leads and admins see all, others their own).
Worked time in the calendar
After a completed telephony block, the calendar shows in the block how long was actually worked, for example ‘2:00 h effective’. Disruptions, break and other work from the block report are always deducted. How the rest is calculated you set per project: on the project page in the tab Scheduling next to Quota and Time tracking (also in the step when creating a project), in the section Worked time in the calendar. Project leads and admins can do this.
| Setting | Choice | Effect |
|---|---|---|
| What counts as worked time? | Only the work recorded in the report | Only telephony and documentation from the block report count. Example: block 9:30 to 12:00, the report shows 1:50 h. The calendar shows 1:50 h. |
| The whole block time | The whole block time minus disruptions, break and other work counts. Example: block 9:30 to 12:00 (2:30 h) with 30 minutes of disruption. The calendar shows 2:00 h, even if the report shows less. | |
| How is goodwill time counted? | Do not count extra | Goodwill is time you give the customer for free. It is already part of the worked time, nothing is added. |
| Add on top | The goodwill is added to the worked time, for example 2:00 h plus 15 minutes of goodwill makes 2:15 h. |
Without a change, Only the work recorded in the report and Do not count extra apply.
Extra time after the block ends
If you keep working after a telephony block has ended (carrying on calling, documenting later, a callback with an appointment), Leadmode suggests this time as extra time. It is counted only once you confirm it.
- Prerequisite: The block has a confirmed block report, and the project’s time rule counts calls, documentation or email as working time. The suggestion is backed by the measured times (gross and net never together). Breaks never count.
- Extension or addendum: If the work follows at most 10 minutes after the end of the block, it is an extension. Work later on the same day is an addendum, so a later callback is an addendum of its own and not part of the extension. The gap in between is never counted. The time up to the person’s next block in the same project is considered, at most until the end of the day.
- Deciding: The card Worked after the block (or Addendum) states the period, the number of calls and the documented minutes. With Add time you count it; the minutes are prefilled and can only be changed downwards. With Don’t count you reject the suggestion; the same evidence then does not appear again. The person of the block or the project lead may decide; everyone else sees the note without buttons.
- Where you find them: at the top of the block’s report, in the daily report above the projects and, for the project lead, collected above the list of block reports in the project’s tab Block reports. The project lead sees all open suggestions of the last three weeks there, others only their own. In addition there is a notification ‘Worked after the block (extra time)’, which you can switch off in the settings under notifications.
- Effect: A confirmation creates a new version of the block report with the status ‘corrected’; earlier versions are kept. Actual work, customer quota and billable time grow by the confirmed minutes. The planned block time stays unchanged.
- Never twice: Time that already lies in another block of the person (in any project) or in a confirmed or rejected extra time is deducted. If the report is saved again later, the extra time is kept and does not count twice. For projects that count the measured time, the sections are already in the total anyway.
Rebooking the project and changing the performing person are blocked for blocks with confirmed extra time. The native iOS app shows only the notification; you have to confirm on the web.
Telephony blocks over customer appointments
You can place a telephony block over a customer appointment, that is, an appointment with a contact such as an intro call. Such appointments do not block the planning of the block. Other blocks, absence and appointments from external calendars still occupy the time.
Daily report
In the calendar, Daily report opens your report for a day, with the automatic figures per project, the projects of the day and notes on the day (what worked, what did not, what can be better tomorrow, training wish, need for help, CRM time-wasters and an optional daily mood that stays internal). You save as a draft or confirm with Confirm daily report. Activities without a clear block appear as ‘unplanned’ and still count.
Working day
The working day (start, break, end) and the time account are on the Workforce planning page under My time. It complements the measurement of activities and does not replace it. It remains a deliberate click by the person.
Limits
- There is no evaluation here across several blocks or employees.