Tracking agent time spent outside of Zendesk (EAP)

What's my plan?

Note: Extension tracking is currently in an Early Access Program. You can sign up for the EAP here. Visit our community forum where we collect and manage customer product feedback.

Zendesk WFM admins can track how agents spend time outside of Zendesk by using the Zendesk time tracker Google Chrome extension. Configure extension tracking by mapping general tasks to URLs that agents visit. By mapping general tasks to URLs, you can understand how agents are working and choose how activity is recorded when agents visit one of the mapped URLs.

Agents can install the Zendesk time tracker extension from the Google Chrome web store. After agents install the extension and you've set up extension tracking, agents can see which activity is being tracked on a URL they visit. This allows agents to have a better understanding of how their time is tracked.

Note: Agents must sign in to the extension after installation. It's recommended to select Keep me signed in. This ensures that agents stay logged in even after closing their browser.

Configuring extension tracking

To configure extension tracking, you must have first defined general tasks.

You must be a Zendesk WFM admin to configure extension tracking.

To configure extension tracking

1. In the Zendesk WFM web app, press cmd+k and begin typing extension tracking.
   
2. Click Extension Tracking.
3. Choose how you want to track time for any URLs that aren't mapped to a general task.
   
4. Click a general task and enter a URL. You can enter more than one URL per general task.
   
   For example, you may want to add https://www.youtube.com/ to your break general task. Every time an agent visits youtube, their time will be tracked as a break.
5. Continue to map URLs to your other general tasks, then click Save.