General Agent Activity Tracking

Hi Sean!

The answer to your question is going to depend, in part, on what plan level you're on. Would you be able to give me your subdomain so I can see what reporting features you have to work with?

Hi Sean!

good question! You can do that with Tymeshift:

You can monitor the presence of your agents and what they are working on in real time. For example, you can see that when agents are working on a specific ticket (including the ticket ID), general tasks (like lunch, break) or if they aren't doing anything at all.

REPORTING

You can run reports to easily visualize this data within Tymeshift. Alternatively, you can export the data via CSV file or extract the data via our API for use in other systems.

Here are a few examples of reporting metrics:

• Agent active time per any specified time period (day/week/month/year, etc.)
• Compare time spent on Tickets vs. General Tasks vs. Time Doing Nothing 
• Ticket AHT (Average Handle Time)
• Occupancy Rate 

We also offer Talk & Chat agent activity tracking/reporting as well as scheduling, and forecasting solutions :)

Please note that Tymeshift is a Zendesk app that is built exclusively for Zendesk. In other words, it's NOT another totally separate platform that is just a Zendesk integration. Zendesk is still the heart of your operation, we just provide the tracking, monitoring, and reporting tools necessary to gain better insight into the activity of your agents. 

I hope this information is of benefit. If you'd like to learn more you can try Tymeshift for free at www.tymeshift.com or contact us: support@tymeshift.com 

PS.: check here all our features :)

We've just released a new app that helps with simple agent tracking.  Agent Activity Tracking adds a customisable Agent tag to tickets that an agent works on.  You can set some parameters per agent.  Then you can simply create views and reports based on this tag. Find out more here - https://www.zendesk.com/apps/support/agent-activity-tags

That's great, Andrew! Congrats on the app.

We had a great experience using Agent Activity Tags - it did just what we needed it to, and the app owner (Andrew) was very responsive to requests and questions.