Tymeshift workforce management automatically tracks a variety of different types of time, including:
- No Workstreams
- Multiple Workstreams
- General Task Time
- Untracked Time
- Full-Time Equivalent (FTE)
Note: You must activate automatic tracking for agents to automatically track time. See Agent permissions.
General Task Time — Any time that is tracked on a General Task and not a specific ticket. General tasks are created to track an agent's time without them being clocked into a ticket. Common uses for this include administrative work, meetings, and breaks.
Untracked Time — Any time that is not tracked towards either a specific ticket or general task.
Occupancy — The time agents are actively engaged in handling customer interactions or performing work-related tasks divided by the total working time. A higher occupancy rate indicates that agents are efficiently utilized and using their availability to handle customer interactions.
Attendance — Attendance refers to the total hours agents work within their scheduled time. This includes the time spent handling customer interactions, as well as non-work related tasks such as breaks.
Locations — Locations are the different groups of conditions that a set of shifts may have. In a location you can set your operational hours, the number of maximum hours per week, time zones and all of the details of your shifts.
Shrinkage — Shrinkage is the amount of time that your agents are paid but are not handling interactions. This can be planned, such as meetings and training, or unplanned, such as sick time. Shrinkage is your buffer for these situations.