Talk Status Tracking is a new feature available on our Enterprise plan. It allows you to track the time agents spend throughout the day in each Zendesk Talk Status.
Talk Status Tracking is available on the Agent Activity timeline, which you can access by following these steps:
- Log into your Tymeshift WebApp.
- Click on the Agent Activity Icon.
Here is where you will see all of the different Talk, Chat, and/or Ticket Statuses your agents were on during the day. These Statuses include Available, On Call, Wrap Up, Unavailable, and Offline.
You can also view aggregated time spent on a Talk Status in the Summary Report for the following Talk metrics: