David Birchmier

Great questions, Jacob. Occupancy, Average Handle Time, Attendance Rate (and many more) are made available through the Tymeshift app that lives in your Zendesk.

Essentially, the app tracks every activity of an agent in Zendesk, which provides accurate, granular, and real-time data based on both time and productivity activities of agents in Zendesk.

In terms of ease/speed of setup: It's all available out of the box with no additional setup required.

Tymeshift is great for gaining real-time insight and monitoring. Additionally, you can push this data to other BI systems (like Bime) if needed.

Great question and dialog. My personal vote is for Bime, primarily due to the tight Zendesk integration.

On a related note, if you're looking for a quick real-time Dashboard specifically for the use of monitoring agents, measuring productivity, and charting top performers, Tymeshift has one that's ready to go out of the box.

It won't replace Bime for deep analysis but it's great for CS Managers and Team Leads who need real-time information to drive performance and occupancy.