You can access all of Tymeshift's greatest features inside Zendesk. To choose which features you would like your agents to have, simply enable them on the Agent Permissions page, under Zendesk App Options.
Note: please make sure to refresh your Zendesk session after any agent permission changes are made so they take effect.
After an admin has set up features, agents can access them simply by clicking on the Tymeshift icon inside Zendesk, on the top right corner of the screen.
This feature allows agents to see the most vital information, like their current activity (they can clock into a General Task from this view), Schedule (for today or for any day of the week), their activity for the day, and how they are performing against the metrics their manager has configured in their Scorecard and Leaderboard. Admins will be able to see additional details, such as their team view and they can switch between the agents that they want to view.
The Clock tab allows agents to see what they are presently working on, how long that task is taking, and they can also Clock In and Out of General Tasks.
Agents can view their activity for the day and see in real-time how they are performing against the metrics you've configured in their Scorecard. It also helps you to make sure agents are hitting all of the KPIs your organization has set up.
This feature allows an agent to view their Schedule without ever leaving Zendesk. If you're using Tymeshift for scheduling, then we recommend enabling this feature for all agents for quick reference of their upcoming shifts or daily Intraday.
The Leaderboard allows agents to see how they are performing against other agents. You can configure your Leaderboard settings here. This is a great feature to boost productivity and increase motivation within your team by showing how agents are performing in comparison to their peers for specific metrics.
With the Who's Working feature, managers or team leaders will be able to see what each agent is working on and how long they have been on that particular task.
Note: Who's Working should typically be enabled for anyone with a Team Lead role or higher.
Agents will be able to see all of their notifications regarding schedule changes and notifications created by their manager to inform them of certain activities or alerts.
From the left side menu on the Agent Dashboard, you will be able to access the following features which will take you to the Tymeshift WebApp.
Timecards allow agents to view their time for a selected period broken down by day of the week and type of activity.
By clicking on Schedule, users will be forwarded to Tymeshift's WebApp, where agents can view or edit their schedules based on the permissions they have.
By accessing this feature, you will be able to set your account theme based on your color preference.
This feature allows users to enable or disable Automatic Tracking directly from inside the Zendesk App, if the manager has allowed that in Agent Permissions. This feature has the potential for abuse and should almost always be disabled for everyone.
This feature will take you to our Help Center.