SmarterTrack has the functionality to track and report on the amount of time an agent spends working on a ticket. This can be useful to track billable hours, time worked per agent, the category of the work performed, and establish company policies.
Click the Add button in the preview pane toolbar and in the dropdown click Time Log.
Fill in the appropriate fields, such as the Subject, Category and, of course, the actual Duration.
When complete, click the OK button.