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What is the Tracking agent time spent outside of Zendesk EAP?



Posted May 15, 2024

All time spent on work matters, and we want to be able to provide a full picture of how that time is spent.

 

Do your agents use web tools in their daily duties? Zendesk WFM admins can track how agents spend time outside of Zendesk by using the Zendesk time tracker Google Chrome extension. Configure the extension tracking by mapping WFM  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 addresses.

 

Agents can install the Zendesk time tracker extension from the Google Chrome web store. After setting up the URL mapping, agents that have installed the extension 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, and this activity is fed into your WFM agent activity timeline.


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Follow up question here: for the extension to work if for instance we use a tool like Geckoboard for dashboards and we put in the main URL for tracking, but there is a different URL for each dashboard, if the agent were to click between dashboards would each URL need to be put in, or just the main URL? I believe it would be each one, but would like confirmation. 

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