Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
This article describes how to view a team member’s Zendesk Workforce management (WFM) user profile and how to edit their tracking settings. A WFM user profile is different from a Zendesk user profile.
In a team member's WFM profile, you can edit their tracking settings and view their name, email address, time zone and current WFM account access status (active or inactive).
This article contains the following topics:
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Understanding team member tracking settings
Zendesk WFM has the following agent tracking settings:
-
Auto-tracking: With auto-tracking on, Zendesk WFM takes care of time and
attendance management for most of your agents’ workflows. The first activity that the
agent does automatically clocks them in and starts their day. This setting is activated
for everyone by default.
Deactivating auto-tracking allows agents to manually start and end their days. Moving between tabs and views in Zendesk support no longer automatically triggers a new activity event. See Starting and ending your day in the Zendesk WFM time tracker.
- Task lock: Allows agents to remain clocked into a single ticket or task while opening other tickets. This is helpful when an agent needs to research past tickets while continuing to track the time for a ticket they're working on. See Using task lock.
Editing team members’ tracking settings
User settings take precedence over account settings. When you edit the auto-tracking or task lock setting from a team member’s WFM profile, the changes you make apply to that team member only. If you later edit your account-level task lock setting, the change does not apply to team members who have auto-tracking and task lock set at the user level already.
To edit a team member’s tracking settings
- In Zendesk WFM, hover over the admin icon (
) in the navigation bar, then select User management.
- On the User management page, click any team member to access their
settings.
- If you decide not to track a specific agent's Zendesk activity automatically, make sure to deselect the Turn on auto-tracking option. When this option is deactivated, they can decide when to clock in and out.
- Select the check box for Turn on task lock to allow agents to remain clocked into a single ticket or task while opening other tickets, then click Save.
1 comment
Jacob Melssen
When I navigate to User Management settings and select a specific WFM user, the “Tracking” section and “Allow Task Lock” options do not appear on the user's profile. I am only able to change the account-level settings for this, not the individual user level. Why is that?
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