How is active time calculated?

Active time measures how long a teammate actually spends working an issue in Pylon. It is tracked per person, per issue.

When the clock runs

Pylon accrues active time for a teammate on an issue only while all of the following are true:

• The issue is open in Pylon, in a visible and focused browser tab.

• The teammate has interacted with the page — mouse, keyboard, scroll, or touch — within the last minute.

• The issue is in a status that counts toward active time.

• The teammate is able to reply to the issue. Read-only viewers accrue nothing.

After a minute with no interaction the clock pauses, and resumes on the next interaction. Switching tabs, moving focus to another window, or navigating away pauses it immediately.

Active time is only tracked in the Pylon web app. Time spent replying from Slack or from your email client is not counted.

Which statuses count

By default the clock runs while an issue is in New or On you. Add more statuses under Settings → SLAs → Counting → Active time.

Two rules cannot be changed: New and On you always count, and closed statuses never count.

Status is evaluated continuously. If someone is reading an issue when its status changes to one that does not count, the clock stops at that moment rather than at the end of the session.

Calendar time versus business hours

Every issue records two figures: total active time on the wall clock, and the portion that fell inside the issue's support hours with holidays excluded. Both are available on the issue and in analytics. The issue sidebar shows the business-hours figure.

Why the issue total can look high

Two teammates reading the same issue at the same time each accrue their own active time, and the issue total is the sum. The total can therefore exceed the wall-clock time the issue was actually open.

Why an issue shows no active time

The most common reasons:

• The issue was worked prior to active time tracking.

• All the work happened in Slack or over email rather than in the Pylon web app.

• The issue sat in a status that does not count toward active time while it was being read.

• The people who read it cannot reply to it.

Correcting a figure

A teammate with full access to the Active Times role permission can edit another member's active time from the breakdown on the issue. An edit replaces that person's current total rather than adding to it, and tracking continues afterwards, so later work accrues on top of the corrected value.

Who can see whose time

Your own active time is always visible to you. Seeing other members' figures requires the Active Times role permission at view level or above; editing them requires full access. Without the permission, the per-person breakdown on an issue shows only your own row.

Reporting

Active time is available in the Users analytics dataset as Active time and Active time in business hours, tracked per user per issue, and in the Issues dataset as Total active time and Total active time in business hours. The Workforce dashboard charts it by teammate.

For warehouse sync, the issues table offers active_time_seconds, active_time_business_hours_seconds, and active_time_by_user. These are not added to an existing sync automatically — edit the sync's column selection to include them.

The REST API returns active_time_seconds, business_hours_active_time_seconds, and active_time_by_user on issues. The per-user breakdown is limited to the calling user's own time unless that user holds the Active Times permission.