This week's app of the week is WorkIt!  Case Time Tracking from the Forecemeister.   WorkIt! is a native solution that allows you to track case handling time on the session, user and case level.  

The app displays a timer within salesforce.com case records so that a rep can see exactly how long the case is taking to address.  You can customize a "Session Type" dropdown menu within the timer box so that the rep can also identify exactly what he or she is doing with the customer or prospect.

As a call center manager, WorkIt! allows you to easily identify which of your reps are performing the most efficiently.  Additionally, you can identify problem customers and determine which activities are taking your team the longest to complete.  

The app also incorporates some cool features like the ability to warn a rep when they are approaching an unacceptable time limit for closing a case.  Similarly, managers can set up workflow to alert them when the handling time for a case has exceeded the acceptable parameters.

Watch this brief demo to see WorkIt in action!