Is there any option app, or other feature to add for agents to select a status based on their activity, to track what they do.
For example, like Call, chat, tickets, break, meeting and training.
I did not find such option or way to make this happen.
Agent status based on their activity
@gerardo11 you may be interested in the agent status early access program we just launched! The new agent status feature provides the ability for admins to create custom statuses for their agents, like statuses for in a meeting, break, training, etc. You can find more information about the EAP here: https://support.zendesk.com/hc/en-us/articles/4504795624346-Announcing-the-Zendesk-agent-statuses-EAP
Hi @jordan26,
Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat.
Therefor I believe, we can not participate, as it is in the requires.
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You can use the timetracking app to capture agent handle time while working but to if you would like to capture the entire agent activity, you can download third party Workforce management app online.