Contact centers and BPOs
Where each shift goes, team by team
ReclaimTime shows active, meeting and total time by team, site and application for floors that run around the clock. No keystroke logging and nothing recorded outside working hours. It has run at a global outsourcing provider since 2020.
Shift coverage, person by person
Each person can have their own working schedule, so night, weekend and split shifts are recorded and nothing outside them is. The Activity page lists first and last activity for everyone in a group over any date range, and anyone missing from it sent nothing at all.
Day boundaries follow the time zone you choose, so each site reads in its own local time.
“Supervisors like and use the Activity page a lot in order to see when people log in in the mornings.”
Teams and Skype calls counted as meeting time
Calls in Microsoft Teams and Skype are counted as meeting time, so an agent on a call with a quiet keyboard is not reported as idle.
Softphones and browser dialers are not recognized as meetings. Their time is recorded as ordinary time in that application, so a voice floor on a softphone will show little meeting time. That is the limit of the detection, not a finding about the team, and the dashboard figures should be read with it in mind.
Blocking and time limits by team
Plans are assigned to groups: a block list or an allow list for websites and applications, daily time limits, scheduled windows and enforced breaks. Move someone to another team and their plan changes with them.
Training and nesting groups can run an allow list of approved platforms, then move to the production plan when they go live. Blocking is off until you turn it on, and a plan can run in notify mode first so you see what it would have blocked before it blocks anything.
A read-only view for your client
A supervisor login is read only and limited to the group it is assigned. Where your contract allows it, the client’s account manager can have one for the team that serves them: the active, meeting and total time for that team, the applications and sites behind it, exportable to CSV, and nobody else’s.
For monthly reporting, export the Statistics table for any date range. Your own administrators can also export daily totals or raw per-session rows for any period.
Personal browsing without names
You list the applications and websites that count as work. Time in those is recorded under the person’s name. Time in anything else is counted against an anonymous ID on the PC before upload, so the floor sees how much of the shift went elsewhere without a per-person record of where.
Sites, countries and silent rollout
Groups nest, so a hierarchy of country, site, program and team mirrors the floor, and a supervisor assigned to a site sees every team inside it.
The Windows client installs silently through SCCM, Intune or a logon script, signs in with each PC’s Windows account and updates itself. macOS and Linux builds are available on request.
What it is not
- Not real time. Data reaches the dashboard within about 20 minutes.
- Not a scheduling, adherence or attendance tool. Focused time is time at the keyboard, not hours worked. It shows what the PC was used for, alongside your WFM data.
- Not a telephony or quality tool. Nothing said on a call is read or recorded.
From $2 per user per month at 500 seats
$3, $2.50 or $2 per user per month by volume, billed annually, from 10 users. Read how a global outsourcing provider runs it across sites in three countries, or check what the client records on the security page.