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Request for API Support to Track Agent Activity

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Nabil Kachour

Posted Aug 06, 2024

Hi Tymeshift / Zendesk Product Team,

I am reaching out to explore the possibility of using Tymeshift's API calls to track agent activity. We need to report on the numbers of hours our employees are doing in Workday. Currently, we use a specific report format to monitor our agents' activities, and we would like to see if we can replicate this format using your API features.

We understand that there may be limitations, but we believe this integration could significantly improve our reporting and efficiency. Could you please provide guidance on how we can achieve this? Any insights or suggestions would be greatly appreciated.

Thank you for your time and assistance.

Best regards, Nabil

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    Samanta Velho

    Hi Nabil!

    Thanks for reaching out. 

    My suggestion here is for you to join our early access and try our Agent Activity endpoint. Currently that endpoint offers details on agent activity blocks, timestamps and durations, example below: 

     

    {

    "id": "6e5ca01f-1408-90cc-b7b4-504cb61b9e96",

    "ticketId": 1510,

    "startTime": 1697526736,

    "endTime": 1707998450,

    "duration": 10471714,

    "agentId": 388907773698,

    "type": "ticket",

    "activityTypeIds": [],

    "eventType": "clock_in",

    "name": "No workstreams",

    "color": "#04050E",

    "isPaid": true,

    "lockIntervals": null

    },

     

    To sign up you just need to use the form from this community topic.

    Hope this helps!

     

     

     

     

     

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