About the Agent activity page

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

The Agent activity page in Zendesk Workforce management (WFM) helps you visualize the time agents spend in different workstreams, general tasks, and untracked time throughout the day. Use this page to see what agents are working on compared to what they’re scheduled for. You can also monitor adherence percentage and visualize agent productivity by viewing the points agents receive while handling tickets.

Note: Agent activity related metrics, on both the Zendesk WFM Reports and Agent activity pages, display information starting from the date reports are activated in your Zendesk WFM account onward.

This article contains the following sections:

• Understanding agent activity tracking
• Accessing the Agent activity page
• Viewing and filtering agent activity
• Monitoring an agent’s activity
• Exporting agents' talk activity statuses

Related articles

• Managing agent activities

Understanding agent activity tracking

Agents are automatically clocked in when they start their first activity of the day. If agents' days start with a task other than ticketing work, such as a meeting, you can create general tasks for them to manually clock into. See Creating Zendesk WFM general tasks.

All activities agents perform in Zendesk are automatically tracked. Their activity is displayed on the Agent activity page and is separated into workstreams, general tasks, and untracked time.

The tracked activity includes the points attributed to agents for ticketing work. Points are metrics that measure agents’ ticketing activity. For example, an agent receives an attended point when they change the status of the ticket. Learn more about point metrics.

On the Agent activity page, the points attributed to agents are displayed in their Productivity time lines. See Monitoring an agent’s activity.

Accessing the Agent activity page

The Agent activity page provides real-time monitoring that can help you make informed decisions about allocating your workforce and quickly correct activity. In addition to the day’s activity, you can also access past days so that you can analyze and correct agents’ activity, habits, and patterns.

To access the Agent activity page

• In the Zendesk WFM web app, hover over the agent folder () in the navigation bar, then select Agent activity.

  

Viewing and filtering agent activity

View groupings of agents by location, Zendesk group, or team. You can also view all agents.

To view agent activity

1. Access the Agent activity page.
2. In the left sidebar, click the menu and select a viewing option.

   

3. Filter agents with the following options:
   • Collapse or expand the folders to view only certain agents.
   • Search for agents, groups, teams, or locations. Enter an agent's name or email in the search bar to find a certain agent.

     Alternatively, use the Zendesk WFM Quick Switcher keyboard shortcuts to quickly find an agent.

   • Use the date picker to view a previous day's activity. By default, the Agent activity page displays activity for the current date.

Monitoring an agent’s activity

You can more closely monitor an agent’s activity and view what they’re scheduled for, what they’ve been working on, and their productivity.

Note: Agents must have a schedule generated. If an agent doesn't have one, they'll always be out of adherence, which affects your overall team adherence.

To monitor an agent’s activity

1. Access the Agent activity page.
2. Find the agent whose activity you want to view, then click their name.

   The agent’s activity expands. You can view their schedule, adherence, adherence percentage, talk state, and productivity.

   

3. Hover over an entry to view additional information, such as the workstreams the agent was clocked into as well as the ticket ID, the start and end time of the entry, the duration the agent was in a ticket, and the points an agent received while handling a ticket.

   Entries displayed in black indicate either a No Workstream or a Multiple Workstreams status.  

   Note: To troubleshoot issues with tickets marked as No Workstream that you believe meet a workstream condition, see Why do I see some agent activity entries in black?.

   If you've activated task lock, you can track the time that agents spend locked into a task. These tasks are represented as a diagonal line in the agent's activity.

   

4. Use the right panel to view the User summary for the agent.

   

   The summary includes their activities separated into paid time and unpaid time.

   

   The summary also includes the agent’s talk states and productivity breakdown, which includes the agent’s points. See point metrics.

5. To hide certain points from the Productivity time line, hover over a points value in the Summary and click Hide.

Exporting agents' talk activity statuses

You can also export agents’ talk activity statuses to a comma-separated values (CSV) file.

By exporting data on agents' talk statuses durations into a spreadsheet, you can analyze how your agents allocate their time, pinpoint areas for improvement, and tailor insights to their specific needs.

The exported file reports on the tracked duration an agent spends in each state: Online, Offline, Transfers Only, Away, On a Call, and Wrap Up for a selected day.

The generated report can also help you identify patterns in agent behavior over time. You may uncover trends like frequent Away periods or constant switches to Transfers Only state.

These insights can be leveraged to optimize operations and enhance agent efficiency.

To export agent’s talk activity

1. Select a past day or the current date for your export.
2. Click the Export Talk activity button in the top right corner of the Agent activity page.

   

3. Check your inbox for an email with the link to download the CSV export of your agents’ talk activity for the selected date.

The report contains the following information about each agent's status:

• Agent name
• Agent email
• Status name
• Start time
• End time
• Duration

Note: When exporting talk activity data for the current day, the request will display the start time of each agent's status at the time of export. However, it will not include an end time or duration for ongoing statuses.