Rudimentary time tracking for open form

[crythias]

"How long were you taking care of that entry?"
1) Create a dynamic date/time field of type article named, for instance "articlestart"
2) add the dynamic field to the forms (Note, Reply, Outbound Phone, Inbound Phone or Email) via sysconfig
3) optionally make this mandatory (agent must check the box to make the timestamp save)

Now, the time spent on this form can be "tracked" from form open timestamp to submit create timestamp.

This may not work for your procedures but it's so easy to implement that you may start using this instead of/along with self-reporting.

If you don't want the entry to be shown and automatically checked, you could set that via css/javascript (search the forums or web for how to check a box via javascript).