Track individual touches on tickets with “work items”
A major upgrade to how Fragment tracks work. Every time you interact with a task we now create a work item so you can measure each touch on a ticket.
Four clear actions: Complete, Snooze, Move, Skip
Accurate counts: Complete, Snooze, and Move each add +1 to your “worked” total. Skip is not counted.
Live progress: the player shows today’s total worked on the left, updated in real time (see screenshot below)
Full history: dive into the details in the Recently played tab, with timestamps, actions, and handling time for every work item.
Why it matters: tickets often reopen and require several interactions. Work items let you capture those multi-touch efforts and trust the numbers you see.
The player has been refreshed and now includes the ability to snooze a task for everyone. Agents have three possible actions now on a task:
Complete & Next: the primary action to complete the current task and pull the next one in a single click.
Move queue / assignee: escalate or re-assign a task, and go next.
Skip / Snooze: temporarily hide a task. Snoozed tasks disappear from everyone’s backlog until the snooze period ends, and you can choose to stay assigned or not to the task so you will get it back after the snooze duration.