General Tasks (sometimes referred to as AUX Codes or AUX States) allow you to track time against activities that agents do outside of Zendesk. For example, Lunch, Break, Meeting, Training, & QA are examples of common General Tasks you might wish to track time against.
Creating General Tasks
You can add General Tasks by doing the following:
- Login to your Tymeshift account
- Go to Admin > General Tasks
- Click Add General Task(s) in the top right corner of the screen
- Add as many General Tasks as you wish
This video will walk you through the process of creating General Tasks:
Categorizing General Tasks
After you've created your General Tasks, the next step is to categorize them based on the type of task it is. Here's how you can categorize General Tasks:
This is the default setting for newly created General Tasks. For most tasks, this default setting is correct. If neither Exclude from Occupancy is checked nor Productive Time then the task is considered as Unproductive Time.
Note: Unproductive time is not inherently bad, but rather, a fact of support-life. For example, attending a training session is necessary to provide great support, but it's not the core focus of a support agent's job, and thus, would be considered Unproductive Time despite it being a necessary activity.
Exclude from Occupancy
This indicates that this is an activity you do not pay for. Typically only Lunch would be marked with this code since you typically would not pay an agent for their Lunch time but would still need to track the time.
This indicates that the activity is equally as good as support related activities. For example, if a core part of an agent’s work is social media management, you could add a task for this and track it as productive time.
Why does categorizing a General Task as Unproductive, Excluded, or Productive time matter? The settings you select determine how Occupancy Rate & Working Time is calculated. If you make a mistake and need to change a setting later, don't worry, the changes will be retroactively applied to your reports.
Group Permissions for General Tasks
You can restrict General Tasks to be visible only to specific groups.
Click "Available for All Groups" and select the groups you wish to allow access to the General Task. By default, General Tasks are accessible to all groups.