How does Tymeshift track agent activity in Zendesk?
Tymeshift tracking is automatic. Agents can switch between tickets, initiate a chat, or make a call. Meanwhile, Tymeshift tracks and gathers this data in real time.
In addition to automatic tracking, you can create general tasks for lunch, breaks, and other activities. Note that agents will have to log into these activities manually.
For more information, see this article: How does Tymeshift track agent activity in Zendesk?