Untracked Time - any time that is not tracked towards either a specific Ticket or General Task.īelow is a breakdown of an agent's day from the Agent Activity view. They can do so in the tymeshift App in Zendesk. Note: your agents will have to clock themselves manually into a General Task. Common uses for this include (but are not limited to), administrative work (social media, meetings, etc.) and breaks. General Tasks are created to track an agent's time without them being clocked into a Ticket. General Task Time- any time that is tracked on a General Task and not a specific Ticket.
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tymeshift will only track Calls if you are using Zendesk Talk or one of Zendesk's CTI partners. When an agent picks up a Call, tymeshift will automatically start tracking their time on that Call. Voice Time - any time that is tracked on a specific Call.
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If you want to track your Chat sessions, download the app t ymeshift for Zendesk Chat from the Zendesk Marketplace and authorize tymeshift for Zendesk Chat. When an agent starts a Chat session, tymeshift will automatically start tracking their time on that Chat.
![tyme definition tyme definition](https://ironfuss.com/wp-content/uploads/2019/08/Mestar-Iron-Pro-Main-Image.jpg)
When an agent opens a Ticket, tymeshift will automatically start tracking their time on that Ticket ( Auto-Clock needs to be enabled).Ĭhat Time - any time that is tracked for a specific Chat session.
![tyme definition tyme definition](https://www.tymemall.com/image/publicwatch/image/cache/data/all_product_images/product-3272/0iQLCaHj1613532219-2537x2537.jpg)
Ticket Time - any time that is tracked for a specific Ticket. Important: for time to be automatically tracked, you will need to have Automatic Tracking enabled for agents on the Agent Permissions page. As your favorite WFM and time tracking app, tymeshift automatically tracks a variety of different types of time, including: