As your favorite WFM and time tracking app, Tymeshift automatically tracks a variety of different types of time, including:
Important: for time to be automatically tracked, you will need to have Automatic Tracking enabled for agents on the Agent Permissions page.
Ticket Time - any time that is tracked for a specific Ticket. When an agent opens a Ticket, Tymeshift will automatically start tracking their time on that Ticket (Auto-Clock needs to be enabled).
Chat Time - any time that is tracked for a specific Chat session. When an agent starts a Chat session, Tymeshift will automatically start tracking their time on that Chat. If you want to track your Chat sessions, download the app Tymeshift for Zendesk Chat from the Zendesk Marketplace and authorize Tymeshift for Zendesk Chat.
Voice Time - any time that is tracked on a specific Call. When an agent picks up a Call, Tymeshift will automatically start tracking their time on that Call. Tymeshift will only track Calls if you are using Zendesk Talk or one of Zendesk's CTI partners.
General Task Time - any time that is tracked on a General Task and not a specific Ticket. General Tasks are created to track an agent's time without them being clocked into a Ticket. Common uses for this include (but are not limited to), administrative work (social media, meetings, etc.) and breaks.
Note: your agents will have to clock themselves manually into a General Task. They can do so in the Tymeshift App in Zendesk.
Untracked Time - any time that is not tracked towards either a specific Ticket or General Task.
Below is a breakdown of an agent's day from the Agent Activity view. From here, you can see how much time is tracked for different activities (including time and % per activity). You can also zoom in by clicking on the magnifying glass to see a more granular breakdown.