Tracking agents daily activityAnswered
Hello! I am trying to get an hourly breakdown of agent activity per hour of their work day. I tried running tickets by hour, but that is an average per hour for the day. I would like to actually see between 9-5 how each hour was spent, if that makes sense. Is there any way I can do this? Thanks so much in advance!
Hi Sarah Wasvick, you might be able to use the time travel app from Zendesk along with Support and Explore to do what you want. Take a look at this article for help:
I hope this helps and thanks!
Hello Sarah, you can also use Agent Activity Tags if your agents may work on a ticket but then pass it to others. This is in the app market. https://www.zendesk.com/apps/support/agent-activity-tags/
Disclaimer: this is one of my apps.
You'd need to combine this with reporting and or views to see what you are looking for.
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