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Tracking agents daily activity

  • March 26, 2021
  • 3 replies
  • 0 views
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Hello! I am trying to get an hourly breakdown of agent activity per hour of their work day. I tried running tickets by hour, but that is an average per hour for the day. I would like to actually see between 9-5 how each hour was spent, if that makes sense. Is there any way I can do this? Thanks so much in advance! 

    3 replies

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    • Rob21
    • March 26, 2021

    Hi Sarah Wasvick, you might be able to use the time travel app from Zendesk along with Support and Explore to do what you want. Take a look at this article for help:

    https://support.zendesk.com/hc/en-us/articles/360022186134

    I hope this helps and thanks!

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    • Andrew42
    • March 27, 2021

    Hello Sarah, you can also use Agent Activity Tags if your agents may work on a ticket but then pass it to others. This is in the app market. https://www.zendesk.com/apps/support/agent-activity-tags/
    Disclaimer: this is one of my apps.

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    • Andrew42
    • March 27, 2021

    You'd need to combine this with reporting and or views to see what you are looking for.

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