Can I retroactively see and generate reports for my agents after I install Tymeshift?
Once you install Tymeshift, it will start tracking agent activity and performance. From that moment on, you will be able to report on their performance, occupancy rate, and much more. However, it is not possible to retroactively report on agents or teams.
What happens if an agent is working on tickets/chats/calls at the same time?
In short, it isn’t possible. Technically an agent should only be working on one task at a time. That means if an agent is working on ticket #123, they cannot also be working on chat session #456. Instead, Tymeshift will follow the agent back and forth.
Does Tymeshift track bulk-updating tickets?
No, we do not track bulk ticket updates. We want to make sure productivity points are assigned fairly, and mass ticket updates can result in unfair counting. Tymeshift doesn’t track Tickets solved by automation and/or trigger either, as this is not an action an agent performs.
Will I be billed for all my Zendesk users?
No, you’ll only be billed for your active users in Tymeshift. Go here for more information about Billing and Subscriptions.