Agent Activity lets you visualize the time spent on Tickets, Calls, Chats, General Tasks, and Untracked Time. It's a great way to quickly see what agents have been working on and how much idle time they have.
To access Agent Activity, follow these steps:
- Log into your tymeshift WebApp.
- Click on the Agent Activity Icon .
Once you have accessed the Agent Activity Report, you can filter it by:
- Agent or a group of agents .
- Agent View that you have set up previously .
- Date and Rolling Period (Start Time). By default, the Rolling Period is set for 12:00 AM, but you can change it if you'd like.
- Hide agents with zero time.
The time in this Report is separated into one of five categories (Tickets, Voice, Chat, General Tasks, and Untracked). Percentages for all categories are listed at the bottom along with the amount of time spent on each one of them.
By hovering over each time entry, you can see additional information including the ticket number and the start/end time of that entry, which is known as a Timesheet. Each Timesheet corresponds to a task that has a start and end time. You can manually update or edit a Timesheet to make sure everything is accurate. For example, if someone forgot to switch to the Lunch task and it was logged as Untracked Time, you can fix it.
It’s important to understand Productivity Metrics to get the most out of your Agent Activity Report. You will see metrics badges on the top right section of Agent Activity. These badges indicate the number of Reopened, Attended, Escalated, and Solved Tickets. You can also find the same metrics for each ticket if you hover over it. Zoom In and Out by clicking these icons located next to the metrics badges.
Note: you can also use the Timezone Switcher to visualize Agent Activity in an agent's timezone.
Within the Agent Activity Report, you can also see Schedule Adherence.