The CW Late Time Entry Analysis application is a package of bots and widgets powering up reports related to Late Time Entry. With this app, you can easily monitor your time entry metrics by the company or individual level. As a result, you'll know how to resolve late time entry issues when they arise.

How to access the report

ConnectWise Late Time entry Analysis

Why are late time entries a problem for MSPs?

Late time entry happens when an employee finishes a job but doesn't add the time entry right after he or she finishes the task.

Here are a couple of problems that could happen when employees add their time entries too late:

• When employees wait too long to log their time entries, they forget about the details of the ticket, affecting the accuracy of the time entry such as what happened, when it happened, and how long it took to complete. Since some of the very important KPIs like utilization and agreement profitability heavily rely on an accurate time entry, the accuracy of those KPIs will be affected too.
• If the clients or other employees want to know what happened to certain tickets, and the employee who did the job didn't log the time entry on time, it will be difficult for the clients and other employees to understand what happened to the ticket and what needs to be done next.

How to review your techs' late time entry records

Click here to access the ConnectWise Late Time Entry Analysis app where you can review your technicians' late time entry records. You can view the late time entry records of your company or the users. To do this, go to the ConnectWise Late Time Entry Analysis app, point to Reports, and then select either of the following:

• ConnectWise Late Time Entry Report - Company. Select this option to view a detailed analysis of the overall late time entry for your company.
• ConnectWise Late Time Entry Report - User. Select this option to view a detailed analysis of late time entry issues per employee.

For detailed information about each report, please review this presentation:

On the CW Late Time Entry Settings page, you can also set up CW Late time Entry Setting. In the CW Late time Entry Setting pane, select the users or work types that should be excluded from the late time entry report.

How to use bots to solve late time entry issues

To help you solve the late time entry issues of your MSP, we developed the following bots:

• ConnectWise Late Time Entry Alert Bot. This bot alerts users whenever they log a time entry after their scheduled ticket end day and time.
• ConnectWise Late Time Entry Ranking praising Bot. This bot sends an alert to the service channel to praise the top 3 best technicians every Monday.
• Weekly Admin Late Time Entry Reporting Bot. This bot sends you an email every Monday about your MSP ranking of the issue.

Settings Tab

On the Settings page, account administrators can do the following configurations to the report: 

• Exclude specific users who are not required to have time entries.
• Set the number of minutes past the ticket's scheduled end time that is considered late

Exclude Users

To exclude the time entries of specific users from the reports, follow these steps:

1. In the CW Late Time Entry Settings pane, select the Exclude member drop-down list.
2. Select the users that you want to exclude from the late time entry reports.
3. After selecting the users you want to be excluded, click Submit.

Set Late Time Entry Threshold

By default, any time entries past the ticket due date and time are considered late. The account administrator can update how many minutes is considered late by changing the value in the How many minutes past ticket schedule end time is late? box.

Common Reasons Why Techs are Bad at Late Time Entry

Here are the common reasons why technicians are prone to late time entries:

• They didn't know that it is required.

Solution: Make sure the technicians are reading the messages sent by the bots. If the data in the Read column for the last 7 days is 0, that means the technicians didn't know what happened.

• They don't understand the message and don't know what to do.

Solution: Let the technicians undergo training.

• They are too busy.

Solution: Encourage your technicians to finish a one-time entry before moving on to the next task. Remember, if it is not in ConnectWise, it didn't happen. More importantly, writing the time entry is part of the job. 

• They are not allowed to do it on-site.

Solution: Set expectations with your client that it is a part of the job to log time entries right after you finish a task. It would benefit them as well when the details and the time billed to them are accurate.
Tip: Use the ConnectWise mobile app to log your time entries when you're on the go.

Feedback and Customer Help

If you have any suggestions about what kind of reports or bots we should improve or if you want to request a bot to help you solve your late time entry issues in your MSP, please send an email to support@mspbots.ai.