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Announcing new Zendesk EAP: Tracking Agent Time spent outside of Zendesk!
Posted Jul 23, 2024
Hello everyone! The Zendesk WFM team is thrilled to announce access to a new program for tracking agent productivity. Learn more below and how to sign up here!
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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