What we’re made of
Time & attendance
Automatically track all of the time spent on tickets, chats, and calls. Create custom AUX states to track lunch, breaks, and other non-support activities.
See what all of your agents are doing in real-time across all channels. Filter by activity type, group, or build your own views.
Get true visibility with a complete picture of each agent’s day that’s sure to uncover coaching opportunities.
Overlay your intraday schedule on your agent’s activity timeline and find out if your plan went according to plan.
Agents can view their daily & weekly activity.
Monitor every action an agent takes in a live activity feed.
Quickly create complete intraday schedules and view staffing across all channels. Agents can view their schedule without ever leaving Zendesk.
Schedule tickets, chat, calls, breaks, lunches, and plan your shifts down to 10 minute intervals.
Create reusable templates with intraday variants to quickly create schedules.
Scheduled shifts can recur at the frequency and interval you choose to make it easy to maintain schedules.
Have a complex schedule that changes frequently throughout the week? Bulk scheduling makes it fast to staff!
Time off & shift trades
Agents can submit time off requests and offer to trade their shifts with other agents.
Managers can approve time off requests, shift trades, and allow agents to take an unassigned shift.
Plan for the future by forecasting the number of contacts across all channels and how many agents you’ll need to handle them.
Scorecards & leaderboards
Drive productivity through transparency. Customize your agents scorecard with the metrics that matter to your organization.
Never miss a minute with real-time WFM reporting. You can dive into the details or get a birds-eye-view of the big picture.
Occupancy & utilization
Find out what percentage of time agents spend on support-related activities vs. everything else.
Gain visibility into average handle time, comments, tickets, chats, and calls per hour. You can even see how many tickets were opened but not worked on!
Find out who was on time, who was late, and who didn't show up at all.
Report on Zendesk tags, ticket statuses, groups, and more.
Stay in the know
Configure custom rules and get alerted when things are going awry. Notify a team lead when an agent is late for lunch or in an idle state for too long.