Time Tracking
Billed Hours vs. Clocked Hours
CSM tracks two different kinds of hours, and they are intentionally separate:
Billed Hours
The flat-rate hours on a labor line that the customer is charged. These come from the labor preset or what the advisor enters. They are the number used for invoicing and are unaffected by how long the job actually took.
Clocked Hours
The actual time a technician worked on a specific job, logged after the fact on the Time Tracking tab of the Repair Order. These are used for performance reporting and payroll for hourly employees — they never change what the customer is billed.
It is completely normal for these numbers to differ. A 1-hour flat-rate job might clock out at 1.5 hours — that is useful data, not an error.
Logging Time on a Repair Order
Go to the Time Tracking tab of a Repair Order. Click + Log Time and fill in:
Employee
Which technician worked the time.
Labor Item (Optional)
Tie the time entry to a specific labor line on this RO, or leave it as “Whole repair order” if the time applies to the job generally.
Clock In and Clock Out
Both times are required — time is logged after the fact, not with a live timer. Enter the actual start and end times for the work session.
How Time Tracking Feeds Reports
Clocked hours appear in the Tracked Time report, which totals actual time logged per employee over a date range. For hourly-paid employees, this report also calculates an estimated pay amount based on their hourly rate.
The Technician Dashboard also shows a “Billed vs. Clocked” chart for the current month, comparing flat-rate billed hours against actual clocked time with an efficiency percentage — useful for understanding shop performance.