Welcome to our Guide for Managers!

As a manager, you are probably always wondering things like…
  • Are my agents doing what they are supposed to do?
  • How productive is my team?
  • Is each agent’s Occupancy Rate as good as I’d expect?
  • When, where, and why are agents getting stuck?
  • How can I help my team to be more efficient?

Well, you’re in luck! This guide will help you answer all of those questions (and probably a few more). Reading this will walk you through the features you’ll use both on a daily and weekly basis.

Let’s get started!

Agent Views

Before we get too far, there’s a really important feature we need to cover – Agent Views. As a manager, you might just want to see your team’s performance and not the entire organization’s. Agent Views allows you to group your agents in Tymeshift in a different way than you currently do in Zendesk Groups.

How to create your own Agent Views:

Step 1. Make sure you are an Admin on the account (if you aren’t, ask an Admin to do this for you).
Step 2. Go to Admin () and click on Agent Views.
Step 3. Click on Add Agent View.
Step 4. Name the Agent View.
Step 5. Add all of your team members.

That’s it! Now you’ll be able to filter by Agent Views to only see your team. You’ll be able to filter by Agent View in all the main features such as Agent Activity, Who’s Working, Summary Report, Schedule…and much more!