Agent Activity

Agent Activity allows you to visualize the time spent on tickets, tasks and untracked time. This is a great way to very quickly see what agents have been working on and how much down time they may be experiencing.

The time is separated into one of three categories and percentages for all three categories are listed at the very bottom along with the total amount of time for each.

 

Determine what appears by selecting the following:

  1. Day
  2. Specific agent or a group of agents
  3. Hide agents with zero time

By hovering over the time entries you are able to see additional information, including the ticket number and start and end time of that entry.

 

 

 

 

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Comments

  • Avatar
    Ken Becker

    While this article does a good job in explaining what the tracking report actually looks like, it doesn't tell you what Zendesk triggers or settings actually send this data over to Tymeshift. At the moment, we're not getting any agent tracking data, and I'm not sure what needs to be done to turn this on.

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