| Announced on | Rollout on |
| December 18, 2023 | December 18, 2023 |
A new, historical Agent activity system report template is now available in Tymeshift, Zendesk's workforce management tool.
This announcement includes the following topics:
What is changing?
Previously, a detailed view of agent activity was available only in real-time on the Agent activity page in Tymeshift. Now, an Agent activity system report template can be accessed from the Reports page.
The Agent activity report provides a historical view of each agent’s activities and an overview of agents’ adherence percentage, assigned points, and paid and unpaid time. Like other system report templates, you can duplicate this report and customize it to fit your needs.
Why is Zendesk making this change?
We understand that having a clear picture of agent activity over time is crucial for optimizing productivity, improving customer service, and making informed decisions about workforce allocation.
The introduction of the historical Agent activity system report template is a response to the feedback we’ve received from our users, who have expressed a need for more granular, customizable reporting tools.
What do I need to do?
You don’t need to do anything. The Agent activity page is automatically available on the Reports page in your Tymeshift web app. See About system report templates.
You can also learn more about getting started with workforce management.