Question
How does Zendesk WFM track agent activity in Zendesk?
Answer
Zendesk WFM tracking is automatic. Agents can switch between tickets, initiate a chat, or make a call. Meanwhile, Zendesk WFM tracks and gathers this data in real-time. You can enable auto-tracking for individual agents.
In addition to automatic tracking, you can also create general tasks for lunch, breaks, and other activities. Note that agents will have to log into these activities manually.
For more information, see this article: About the Agent activity page.
4 comments
Tatiana Christensen
Hello,
The link to "How does your agent activity tracking work?" was working yesterday, but today it's says that the link doesn't exist.
Can you please help accessing the link again?
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Samuel Velho
Hi Tatiana,
Seems like we had a small hiccup with the article publishing; this has now been resolved and the link replaced with the following article: About the Agent Activity page
hope this helps!
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Tatiana Christensen
Hi Samuel,
Thanks for your help. While the new article is informative, the other version had a really good five min video of tymeshift i practice, so it's a shame that I cannot share it with my team.
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Samuel Velho
Hi Tatiana,
Thank you for your feedback, I'll make sure to share your input with my team for future improvements.
In the meantime, I would just add here the suggestion of checking out this video: Diving Deep: Real Time & Historical Report where we deep dive into the Agent Activity feature (starting at 12.26 mark)
Do reach out should anything else come up
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