> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/support-workflows/slas-and-timers/active-time.md).

# Active Time

Active time measures how long a teammate actually spends working an issue, tracked per person, per issue. Unlike time to resolution, it ignores the hours an issue sits idle waiting on someone.

### How it's counted

Active time accrues for a teammate while all of these hold:

* The issue is open in Pylon, in a visible and focused tab.
* They have interacted with the page — mouse, keyboard, scroll, or touch — in the last minute.
* The issue is in a counting status (see below).
* They can reply to the issue. Read-only viewers accrue nothing.

Switching tabs or windows pauses the clock immediately. Going idle pauses it after a minute, and that minute is itself counted — someone who reads a long thread for five minutes without touching anything is credited about one. Scrolling and mouse movement count as interaction, so ordinary reading keeps it running.

Each issue records both total active time and the portion that fell inside its [Support Hours](/pylon-docs/support-workflows/support-hours.md).

{% hint style="info" %}
Active time is only tracked in the Pylon web app. Replies sent from Slack or your email client are not counted.
{% endhint %}

### Choosing which statuses count

By default the clock runs while an issue is **New** or **On you**. Add more statuses under **Settings → SLAs → Counting → Active time**. Two rules are fixed: New and On you always count, and closed statuses never do.

Status is evaluated continuously, so the clock stops the moment an issue moves to a status that does not count.

### On the issue

Active time appears in the **SLAs** sidebar module as **Total active time** — the sum across everyone who worked the issue, in business hours. Expand it for the per-person breakdown; without the Active Times permission you see only your own row. The figure is issue-wide, so per-team blocks do not carry it.

Turn on **Show timer on issue** in the same settings card to give each person a live timer of their own current session. Nobody else sees it.

With full access to Active Times you can correct someone's figure through **Edit Active Time** on their row. An edit replaces their current total rather than adding to it, and later work accrues on top.

### Reporting

| Dataset | Columns                                                                   |
| ------- | ------------------------------------------------------------------------- |
| Users   | Active time, Active time in business hours — per user, per issue          |
| Issues  | Total active time, Total active time in business hours — across all users |

The [Workforce dashboard](/pylon-docs/reporting-and-analytics/default-dashboards.md) charts it by teammate.

[Warehouse sync](/pylon-docs/integrations/data-warehouse.md) offers `active_time_seconds`, `active_time_business_hours_seconds`, and `active_time_by_user` on the issues table. They are not added to existing syncs automatically — edit the sync's column selection.

The [API](/pylon-docs/developer/api/api-reference/issues.md) returns the same three fields on issues, with the per-user breakdown limited to the caller's own time without the Active Times permission.

### Permissions

The **Active Times** role permission under **Settings → Roles** governs other people's figures: view to see them, full access to edit them. Your own is always visible.

### Things to know

* Active time cannot be backfilled prior to it being tracked.
* Two people reading the same issue both accrue, so the issue total can exceed the wall-clock time it was open.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.usepylon.com/pylon-docs/support-workflows/slas-and-timers/active-time.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.