The Agent activity page in Zendesk Workforce management (WFM) helps you visualize the time agents spend throughout the day in different workstreams, general tasks or unified agent statuses, and untracked or idle time.

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The Agent activity page helps you track and analyze agent productivity and adherence by visualizing their daily tasks and time allocation. You can monitor workstreams, general tasks, and untracked time, and export data for deeper analysis. This feature aids in workforce planning, performance evaluation, and identifying trends or areas for improvement.

The Agent activity page in Zendesk Workforce management (WFM) helps you visualize the time agents spend throughout the day in different workstreams, general tasks or unified agent statuses, and untracked or idle time.

WFM activity tracking is linear and sequential. At any given time, an agent can have only one activity. Use this page to compare agents’ current activities with their scheduled tasks. You can also monitor adherence percentages and review agent productivity through the points agents earn while handling tickets.

This article contains the following sections:
  • Understanding agent activity tracking
  • Accessing and filtering the Agent activity page
  • Monitoring agent activity
  • Exporting agent talk activity statuses
  • Exporting agent activity

Related articles

  • Managing agent activity
  • Best practices and tips for tracking agent activity in WFM

Understanding agent activity tracking

Agents are automatically clocked in when they start their first activity of the day. If an agents' day starts with a task or status other than ticketing work, such as a meeting, you can create general tasks or unified agent statuses for them to clock in manually.

All activities that agents perform in Zendesk are automatically tracked. The Agent activity page displays activity by workstream, general task or unified agent status, and untracked or idle time.

Tracked activity includes points attributed to agents for ticketing work. Points are metrics that measure agents’ ticketing activity. For example, an agent earns an attended point when they change a ticket’s status. Learn more about point metrics.

On the Agent activity page, an agent’s assigned points appear in their productivity timeline. See Monitoring an agent’s activity.

Accessing and filtering the Agent activity page

The Agent activity page provides real-time monitoring to help you make informed workforce allocation decisions and quickly address activity issues. In addition to the current day’s activity, you can review past days to analyze and correct agents’ activities, habits, and patterns.

You can filter agents by location, Zendesk default groups, orteam.

To access and filter the Agent activity page
  1. In Workforce management, click Monitoring in the sidebar, then select Agent activity.
  2. In the left sidebar, click the menu and select a viewing option:

    • You can view all agents or filter them by location, Zendesk default group, or team.
    • Collapse or expand folders to view specific agents.
    • You can also enter an agent’s name or email address in the search bar to find a specific agent.
  3. Use the date picker to view activity from a previous day.

    By default, the Agent activity page displays activity for the current day.

Monitoring agent activity

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

Agent adherence is based on an agent’s activity compared with their scheduled task for that period. To remain adherent, agents must work on their scheduled task.

Important: Agents must have a generated schedule. Without one, they’re always out of adherence, which affects 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 details expands.

    You can view their schedule, adherence status and percentage, talk state, and productivity.

    When unified agents status synchronization is enabled, you can also view agents’ status and availability.

  3. Hover over an entry to view additional information.
    You can take the following actions:
    • View the workstreams or general tasks the agent clocked into.
    • View the ticket ID the agent clocked into.
    • View the start and end time of any entry.
    • View the duration the agent spent on a ticket.
    • View chrome extension activities.
    • View the points the agent received while handling a ticket.
    • If task lock is enabled, track the time the agent spent locked into a task.

      These tasks appear with diagonal lines.

    • Troubleshoot tickets marked as No Workstream or Multiple Workstreams.

      These entries appear in black.

      Tip: For tickets marked as No Workstream that you believe meet a workstream condition, see Why do I see some agent activity entries in black?.
    • Analyze gaps in an agent's activity timeline.

      Gap entries appear in light gray and usually don’t include additional details because no activity is associated with that period.

      Tip: To investigate a gap, expand the agent’s record and review their status, schedule, and adherence timelines for that period.
      Gaps typically indicate one of the following:
      • The agent started a new shift after ending the previous one, sometimes on the same day.
      • An activity was manually deleted or edited.
      • The agent's status changed without an associated ticket or mapped activity, for accounts with unified agent status synchronization enabled.
      Note: Managing tickets in bulk or using the Update Many Tickets API endpoint can cause some actions to go untracked, resulting in missing agent activity records.
    • View the agent’s user summary in the right-side panel.

      The summary includes the agent's activities separated into paid and unpaid time.

      It also includes the agent’s talk states, productivity breakdown, and points.

      Tip: To hide a point type from the productivity timeline, hover over its value in the summary and click Hide.

Exporting agent talk activity statuses

You can 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 talk activity

  1. Access the Agent activity page.
  2. Select a past day or the current date for your export.
  3. Click Export CSV in the top-right corner and select Export Talk activity.

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

    The CSV file is accessible only through this secure link and expires after 30 days.

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.

Exporting agent activity

Export agents’ activity timelines to a CSV file. This export includes detailed entries of an agent’s day, such as workstreams, general tasks, and untracked time. It provides a structured view of time allocation for deeper analysis outside of the WFM interface.

These insights can be leveraged to optimize workforce planning and analysis, such as identifying bottlenecks, unproductive periods, or excessive untracked time. They can also support compliance and auditing, such as verifying activity logs against schedules and internal policies. Additionally, these insights facilitate performance evaluations by comparing time distribution trends across agents.

To export agent activity

  1. Access the Agent activity page.
  2. Select a past day or the current date for your export.
  3. Click Export CSV in the top-right corner and select Export agent activity.

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

    The CSV file is accessible only through this secure link and expires after 30 days.

The report contains the following information about each agent:
  • Agent name
  • Agent email
  • Activity name
  • Activity locked
  • Activity type
  • End time
  • Duration
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