We’ve made a key improvement to how Time Spent Tracking works in GoCSM — ensuring more accurate reporting of real user engagement.

🛠️ What’s Improved

Previously, GoCSM tracked time as long as a feature or tab was open — even if the user wasn’t actively interacting with it. This meant you might see inflated usage data if someone left a tab open and walked away.

✅ What’s New

Time is now tracked only when the GoCSM feature window is active.

If a user switches tabs, minimizes the window, or walks away without interacting, the clock pauses — giving you a much clearer picture of how much time is truly spent using your platform.

🔍 Why This Matters

🧠 Better Usage Insights

Accurately see which features your users are really spending time on — not just what they left open.

🎯 Smarter Product Decisions

Use precise engagement metrics to prioritize feature improvements based on actual usage, not idle time.

📊 Reliable Reporting

Your dashboards and reports now reflect active user behavior, leading to more trustworthy data for your Customer Success and Product teams.

💡 Use Cases

• Feature Adoption Tracking:

  Know which tools are being used with intent, not just opened out of curiosity.

• Customer Success Evaluation:

  Better understand how your clients interact with the platform during onboarding or support sessions.

• Client Activity Monitoring:

  Filter out passive time and focus on meaningful engagement.

This fix is now live across all GoCSM dashboards.

📩 Questions or feedback? Let us know below or book a support session.