Agents log time against tickets by activity type, with a billable flag derived from the project, building an append-only effort record.
Agents log effort against each ticket by activity type, feeding billable-hours and cost-to-serve reporting.
For the operator
An agent logs fifteen minutes of investigation against a ticket as they work, tagged by activity, and the entry inherits whether that project's work is billable. Supervisors can log time on behalf of someone, and entries can't be back-dated to the future or silently edited.
Business impact
You can show a client exactly how much effort their tickets consume, and bill for it where the contract allows. Effort data also reveals which request types are quietly eating the most agent hours.
