23 July 2021v16.21
Agent permissions – well the feature itself is not new, but to make things more efficient and faster when you need to find the specific agent, we added the option to search users not only by their name but also by their email! Super speed! 🏎💨
Password reset – emails with the apostrophe were being discriminated and password reset emails, would simply not come through 📭 . We went through all the punctuation marks to ensure all emails are loved equally 🥰 !
9 July 2021V15.21
Schedule rotations (coming!) – our product team is almost at the finish line 🏁 with the additional capabilities that will be introduced to our Automated Schedule feature. You now have the option to use fixed or automatic shift layouts and after your feedback, we will be also adding rotating shifts ♻. Watch this space! 👀
Agent activity – you may have noticed already, we have made some color tweaks 🎨 in the agent activity, so it vibes with our new brand colors! Attended points have shed the green 🐍 and are now wearing navy blue – the color of the season!
Agent Activity – Chat and Voice ticket numbers were not displayed when hovering on the timesheet. Our ghostbusters dealt with it in no time! 👻 🚗
25 June 2021V14.21
Office hours – last month we told you about a couple of exciting new features (check the previous updates) and gave you a first-row seat to the premiere of our new design. 👩🏽🎨
This month we are thrilled to announce the launch of open Office Hours 🎉 – an opportunity to meet the team first hand and have engaging, informative conversations about all things tymeshift (and more). Our Head of CX, Paule, will be the host of the new show and be sure to join in every first Thursday of the month 📆. Follow us to be notified of the next Open Office event!
CSV exports – we believe that less is more, so while we are revamping our reporting features 📊, we’ve also updated the CSV export options. Now instead of having multiple options for exporting the data, we now simplified it so you export only the metrics you selected! ✨
Report fields – we always aim at maintaining our platform secure 🔐 and with that due to the new security measures we implemented we removed a few data-sensitive fields from our reports. 🙅🏻 Organization, Requester, Subject line fields are no longer available in tymeshift reporting 🚮. Stay safe!
Metric not visible – someone went through our Summary Report while holding ✂️! Seems that one of the metrics got cut in half and visually it was hurting everyone’s eyes 🙈. Luckily our engineers can also sew – all metrics are clearly visible and have pretty stitches now!
11 June 2021V13.21
Agent Schedule app – with the release of our pride and joy, Automated Schedule, we have also introduced a brand new and shiny app on Zendesk ✨ , where your agents can easily see their schedule for a whole week, see the exact tasks they are scheduled for, what task is coming up next and they can even request Time off! All of this at their fingertips 🙌🏻 ! And there is more to come! Learn more here.
Summary report CSV – we introduced a few cosmetic changes to the CSV exports in the Summary report 💄! You will notice that export options are now more compact and clearer 👌!
Who’s working filters – with the summer cleaning session 🧹 , we have also updated the filtering names in our Who’s Working feature so it’s simple and clear ✨.
Forecast – our lovely geeks 🤓 have patched a bug 🦟 that was showing a previous day instead of the current one in the forecast view and crash the page if we moved to view the forecast for past dates. I mean, nothing good to see in 2020, anyways… ☄️!
25 May 2021V12.21
🎉 ✨ 🍾 We are extremely proud to share with you all that our amazing product and engineering teams 😇 have officially released not one, but two new amazing features:
Automatic Scheduling! It will automagically build schedules based on forecasted data and the WFM manager’s parameters.
New Customizabe Dashboards! 🥂 🥳 This new feature allows managers to see a comprehensive view of their team’s work in real-time. Multiple team-specific dashboards can also be created to track KPIs and show the difference between forecasted contact volumes and actuals.
Register to this webinar to learn more!
New Brand – as our product evolves we need to make sure our brand doesn’t fall behind and we felt it was time for us to redefine our identity. Please welcome tymeshift´s new brand – one that can grow with us and is as flexible as our product is. We hope you love our new look & feel as much as we do
Chronological order – we noticed that when generating a Summary Report grouped by day 🗓 the dates were not ordered chronologically 😬. This was of course, difficult to read and use, so we lassoed those loose dates 🤠 and you are good to run your reports by date 🏇🏾!
7 May 2021V11.21
It’s the final countdown! We are just a few weeks away from revealing the brand new features we are about to launch! To say that we are ecstatic would be an understatement! Make sure to follow us for further announcements 📰! And get your party attire ready 🥳!
Timesheet details – engineers cleaned up 🧹 our Summary report and removed the pop-up option on some of the metrics, which would show you the list of Timesheets related to that metric. We realized that information in the list would not always be accurate and temporarily ⏳ removed this functionality. The product team will brainstorm 💡 how to make this information available for you in the future!
Leaderboard – for a brief moment agents 👨🏽💻 could not see their exact ranking on the Leaderboard feature 🤭 . We quickly fixed the issue and the Leaderboard was as good as new! 🏆
23 April 2021V10.21
Almost there! While our wizards are finalizing the last puzzle pieces of our new features, you may enjoy this amazing interlude we prepared 💃 🕺🏼!
Intraday editing – we changed the location of the intraday editing menu on the repeating shifts so it shows upwards ⬆️ . This way we ensured that you can see all menu options and they are not cut off ✂️ !
Trade requests – overnight shifts trade requests were getting lost in the dark 🌚 ! Good that we have some 🔦 and we made sure they are not safely landing in the Approvals 👌 !
9 April 2021V9.21
Forecast historical data message – so the Forecast feature is not so new anymore, and just to refresh your memory, we had an amazing launch video, make sure to check it out if you haven’t 😎 . Recently we added a quick message to let you know that we do not have enough data from your Zendesk to crunch the numbers and show you the Forecast 🔢 . If you receive this message, simply reach out to our awesome Technical Support team [email protected] and we will do our magic! ✨
Talk states – a tiny behind-the-curtain tweak was made in how we fetch your agents’ Talk states to make sure you can see this information on our features. Talk away ☎️ !
Intraday Plan – a little bug was identified🕵🏼 on the feature which would unselect all agents and alter the Intraday values when you want to untick only one of the agents 🤔 . Our bug control 🪳🚫 did their magic and it works like a charm!
26 March 2021V8.21
Coming soon! Our amazing product and engineering teams 👸🏽 🤴 are working round the clock to finalize the last touches for our upcoming dope, lit, OMG features – Automated Schedule and Dashboards! Stay tuned and make sure to follow us for further announcements! 📰
Attendance Monitor – a visual change was implemented on this feature 🎨 . If you do not have any agents selected, we will simply show you a blank canvas 👨🏼🎨 instead of showing agents as absent. Makes total sense, right!?
Average Call Time – all those math signs,➕ and ➗ , look almost the same! However when we calculate the averages we need to use the division sign, and we made the correction 🧮 !
12 March 2021V7.21
Chat Support – we are stoked to announce that as of this week you will be able to reach our sales and support teams not only via emails but also via live chat! 💬 ☕️ 🧑🏼💻
Permitted Agents’ List – we tweaked the settings on this feature so you can easily add email accounts with specific symbols, such as apostrophe for example 🤓 👍🏻 !
Agent Activity – looks like someone was acting up as a stubborn teen and would not scroll past 5 agents on the report 🙅🏿♂️ ! Luckily we found a common ground and it loads as expected now!
5 March 2021V6.21
Data collection – though the new workflow is very much under the hood 🚗 , all new accounts are now aligned with the recent improvements we made in data collection! tymeshift is fast, thorough, and accurate for all our customers 😎 🏎
Triggers and targets – spring cleaning is in full swing at tymeshift 🧹 ! We made a change to move away from the use of triggers to collect ticket events from Zendesk, so they are no longer needed for our application to run as expected. 🎉 This change has no impact on the operation of our app 🤓 .
Wrap time – we love wraps 🤤 , but it’s not about that! Wrap Time metric has gone wild 🐎 and decided to show different values in Agent activity and Summary report. Ah the wild ones, they never learn! 🤠
28 February 2021V5.21
Schedule adherence – while this feature has been around for quite some time already 👴🏼 , we introduced a new function that enables you to see updated Schedule Adherence value if you are making any changes on the Intraday Schedule or on the tracked timesheets for the past days 🥂 . Before this, we would not be recalculating Schedule Adherence for the previous days 🤷🏼♀️ , and we saw an opportunity for improvement!
Stagger in Schedule – we had to break up with one of the Schedule features, his name is Stagger 🙄 . It’s 2021, we have no time for silly games anymore, we are planning a date with Automated Schedule instead! 👸🏽💄
Who’s Working – looks like the NO GROUP option has lost its filter 🤬 . But there’s nothing out tech gurus, can’t handle! 🦸♂️
12 February 2021V4.21
Chat data collection – we implemented a new way of gathering information about your team’s chat activity 😄 💬 . This update will ensure Chat stats are rock solid!
Forecast generation – our QA detectives🕵🏾♂️ noticed that Forecast was not crunching numbers for the newly created workstreams. But our team pulled a 007 and the crisis was averted, cheers to that🍸 !
5 February 2021V3.21
Want to take a peek 👀 at the new WFM tools you are going to love, make sure to sign up for the Dashboard and Automated Schedule EAPs! Our product team 👨🏽💻 would love to hear your feedback and make sure that we build a product that will help with your daily WFM tasks, so you could have more time to (remotely) socialize 💬 or take a 🧘🏼♂️ break!
Talk+ integration – we made a minor tweak to ensure that Zendesk Talk routing is not changing whenever the agents use a General Task which has a Talk State assigned to it. If a call was set to be routed via a phone 📞 or browser 🌐 , it will remain as such and we will not default it to a browser option 👌 .
Push notifications – looks like these notifications decided they were done 🙅🏼♀️ with all that POP, but we sang some N’sync POP and we are all set 💃 !
22 January 2021V2.21
Rule log – to satisfy some OCD folks 🥰 we have reshuffled the order in which the Rule log is snown and now it is all sorted by a chronological order! Ah, peace at last! 🧘🏽♀️
Metric delays – some point metrics were more than fashionably late 🙄 , but all that is now sorted and we are all about Swiss punctuality 🕰 !
15 January 2021V1.21
Happy 2021 🎉 ! It is going to be a hot year! With the new year resolutions set and manifested 🧘🏼♂️ , our product team has rolled up their sleeves to deliver you new exciting tools 🤹🏼♂️ , improved functionalities, and much more exhilarating news 📰 !
Talk metrics – our engineers have lazer eye vision 🤓 and with that, they noticed that in Summary Report when using a specific filter (by Agent), Talk metrics would show no values 🤔 . It’s great they also have the tools to fix it 🧰 , which they did!
31 December 2020V28.20
New features 🎉 – to end this challenging year with a big BANG 💥 tymeshift announced not one, but two new Early Access Programs! TWO! Buckle up as it’s going to be a fun and exciting ride with our Automated Schedule and Custom Dashboard features! Be sure to sign up quickly as EAP program seats are going out like hotcakes 🥞 !
Password reset – our smooth operators 👷🏼♂️ made some changes in the password reset process. Although you won’t be able to visually see it as changes happened behind the curtains 🎭 , we expect you will notice a much faster and smoother completion of password reset should you need one! 🔐
Away time – we noticed that Summary Report and Agent Activity were not matchy-matchy 👯♂️ and we made sure to mirror the Away time values on both features 👌!
Agent list – CSV export was excluding the deactivated agents 🙅🏼♀️ , but stay calm and carry on! We ensured that ALL the agents are listed in the export!
18 December 2020V27.20
3, 2, 1…We are starting the countdown till we reveal new tymeshift toys! 🤹🏼♂️ Make sure to come back next week to learn more and be sure to get on the nice list ASAP! 😇
Data migration – with the new infrastructure enabled, our engineers 👨🏻🏭 are migrating information to it so you can experience the benefits – faster loading times, data population, improved data collection processes, and more! 📝
Blockouts and Exceptions – with the holiday season in full swing (did you get all the 🎁 ?) we noticed that there were issues adding specific Schedule Exceptions and Blockouts 😱 . We acted fast and ensured these Schedule features are ready for you. Schedule away! 🗓
4 December 2020V26.20
Our amazing elves 🧝🏼♀️ are working on a big present 🎁 for the end of the craziest and longest year ever! Whether you were 😈 or 🤗 you will all get a chance to enjoy it! Make sure to come back here for the announcement 📝 and keep an eye on your mailbox!
Infrastructure – while this is a behind the curtain side of our operations 🎭 , it is a backbone of tymeshift. We’ve released a few changes to our infrastructure improving the performance of data processing, speed, and overall operations 🏋🏽♂️.
Summary Report – well the CSV exports went cray cray 🥴 and finally, our folks have tamed them and now all the metrics you selected are included in the report. 🥵
27 November 2020V25.20
A little teaser 😏 New metric in Dashboard feature (currently in Private Beta stage)! Inbound Volume & Forecasted volume – all at one glance! 👀 Be sure to sign up for early testing here! 🧪
Workstreams – our chief designer 👨🏼🎨 noticed that it would be much more harmonious if we swapped the placement of Workstream parameters – Conditions and Users ♻︎. Could not agree more, looks wayyy better 👌 !
Chat activity – do you know the salmon pink, emerald green, and banana yellow colors? Well we didn’t so we colored everything simple green in the Agent activity 🤦🏽♂️ , so no one could tell Chat from Ticket activity. But remember that chief designer 👨🏼🎨 , he waved his magic paintbrush and color coding of activities is now fixed!
20 November 2020V24.20
Watch this space! While our team is currently perfecting ✨ another amazing feature to be released for an Early Access Program (EAP) 🔥 , you are more than welcome to join our early tester group of the Dashboard feature, see how here.
Feature URL update – this week we tweaked the URL of the Organisation structure page, through which you can reach Workstreams. Devil’s in the details, isn’t it 😈 !
Slack integration – we realised that in some cases when the Slack notification is addressed to the creator of the Rule the content of the message was not really clear 🤷♂️ , and as we are avid believers in clear communication, we made a change to name the person instead of just addressing to them as you! 🥂 to clear communication!
Show/Hide shifts – the option to hide agents with no shifts in the daily Schedule view were pulling tricks on us. But fear not! Our Schedule rangers 🤠 put everything in order again!
API reports – reports with the Timezone offset option were not considering the specified timezone 🌐 but our tech wizards were relentless and got it under control!
13 November 2020V23.20
ZAF – first of all, a quick knowledge check 👨🏻🏫 , do you still recall what is ZAF? It is an abbreviation of Zendesk Application Framework and we refer to it when we talk about the tymeshift app widget in your Zendesk interface. Now, that it’s out of the way, our engineers implemented additional infrastructure improvements 🎊 to make sure that your experience is faster, better, stronger 🤖 !
Inbound calls – we made a tweak to the calculation of Inbound calls and it will now reflect a sum of all Accepted, Missed, and Declined calls. So call me maybe?🤙🏼 😉
Support Widget – ah, it so wanted to be in a center of attention, that it won’t simply go away when we opted to hide it 🤦🏼♀️ ! It got its 15 minutes of fame and we sorted it out 🛠
6 November 2020V22.20
Stay tuned! Our Product and Engineering teams are brewing something very exciting ✨ ! While new features are still under wraps 🤫 , you can join an exclusive Private Beta testing group 🦹🏻♀️ ! Find out more here.
ZAF update – this week we released an updated version of our Zendesk application and we bet that you did not even notice it! 🤓 With this new update, the application will run faster and with better performance and it will be much easier for our teams to monitor 📊 the health of the app👨🏽⚕️ too!
Voice metrics – Halloween is over, but some metrics still played tricks and ghosted us 👻 . Not to worry, our ghostbusters can play their tricks too 🧑🏼🔬 !
CSV reports – Summary and Custom reports were just not vibing with the CSV exports 🙅🏼♀️ and we had to make an intervention. Now all is just tubular 🤙🏼 !
30 October 2020V21.20
Forecast – on the 28th of October, with a big BANG we officially released our newest feature 🥳 🔥 💃 🕺🏼! We are pleased to share an amazing launch and reveal video and are very excited to hear your feedback on Forecast! To learn more, make sure to review our Help Center and check out a webinar where not only our CEO introduced Forecast but he also sang to the audience!
Custom Report – our engineers 🧙🏼♂️ made a little tweak to the report settings, so you’d have an option to see ALL ticket time throughout all the ticket lifecycle, just click on Advanced options and select Show total time for tickets! 🤹🏻♀️
Reports – it looks like the planets in retrograde have done it again 🪐 ! They manifested an error when trying to export the reports to the CSV files, but our amazing code explorers 👨🏻🚀 have managed to align all the starts back into their places ✨!
AHT – for a brief moment, the average handle time metric was giving us double vision 😵 and was showing slightly different values in the reports and exported CSV files. All sorted now 🤓!
16 October 2020V20.20
Dashboard Private Beta version – tymeshift is on 🔥 ! We have released another awesome feature that we are sure you are going to love and use on daily basis! We are polishing it a bit before the official release and we would love for you to join us in a Private Beta testing of Dashboard 👯♂️ . It is important for us that YOU are a part of the process and that you voice your feedback and needs as we strive to solve your WFM challenges!
Removed metric – we are all about moving on and innovating! Therefore we had to cut some of the toxic stuff out ✂️ . So we did just that – the metric Average of replies (new) was removed and we never felt lighter 🥰 . Especially when the metric Average number of replies does an amazing job already!
Task Lock – we made a minor tweak in the task lock feature 🔐. Now if an agent is locked on a General task for example and then switches to another task without toggling Task Lock off and on again, we will simply restart the clock for Task Lock expiration time seamlessly! Ah…perfection 🧘🏽♀️!
Voice metrics in Scorecard – it looks luke voice metrics were going to the void 🤐 , but as retrograde came to an end, all voice metrics found their wat to the Scorecard successfully 🛣
Schedule Intraday – well well well.., so 2020! An option to extend Shift’s start/end day time in your daily Schedule Intraday went a little crazy 🤪 and as we mentioned, tymeshift is on 🔥 and our 👷🏼♂️ tamed this creepy-crawly!
9 October 2020V19.20
Forecasting 2.0 – so you may have heard that we have launched an Early Access Program 🚨to join an exclusive first testers club of this new baby 🎉. We are now preparing for its official arrival very very soon and some of you can already see hints of this new feature on your tymeshift top navigation bar (just look for the 🌩 icon)!
Scorecard – we tweaked a bit the date format 🗓 as for some odd reason it was actually set to an editable text instead 🤷♂️. We blame it on 2020!
Add Shift – the Acknowledge and proceed button that comes up when you create a shift that goes over the maximum hours set for a single day went though a teenager phase and went rogue 😤. Ah, but nothing that magical touch 🤏🏼 of our tech wizards can’t fix! 🥰
30 September 2020V18.20
Accepted call legs – new metric alert 🚨 ! We included an additional way to view your accepted calls count. Hint: it is slightly different from the current Accepted calls metric and you can learn more about this new addition to our family 🥰 here.
UI beautification – we polished up the tymeshift application on Zendesk and the web application real good 🧼 ! We matched up the colors where they were a shade off 🎨, we straightened some lines, added additional information on the tooltips…you name it! 😈 Devil’s in the details!
Accepted calls metric – with the new Accepted call legs added (see on the section to the left), we tweaked the current Accepted calls metric as well, which will now count only incoming calls and will show the last agent who handled the call. ☎️ Hello, it’s me!
New shifts – it’s essential to be organized, and it seems the bug on our Schedule feature did not get the memo 😖 ! It would say there was already a scheduled shift for agents when it was not. This is now sorted, and you can Schedule away 🗓 !
Deleted shifts – we caught a pretty stubborn bug that would just not go away and would bring back your deleted shifts with it 😤 ! Well, two can play that game! Our tech wizards cast their charms and are on the watch! 🧙🏼♂️
General Tasks – they have been playing magic tricks on us and have disappeared for a moment 👻, but a career in magic did not last long. They are now back where they are meant to be! 📍
31 August 2020V17.20
Forecasting 2.0 🎉 – we are proud to share that we launched the Early Access Program of our revamped Forecasting 2.0 feature 🕺🏼💃! We are stoked and eager to hear your feedback about it 💬 please feel free to sign up to be the early tester ➡️ here.
Platform improvement – we definitely had a rocky road this summer 🧗🏽♀️, and we are terribly sorry for the inconvenience it caused you 🙏. Our engineers have been working round the clock to iron out all the bumps and kinks in our infrastructure and to strengthen our application from the very fundamentals 💪🏻 . We are sure you’ve seen the positive changes! 👍🏻
Attendance report – we now said bye bye bye 👋 to our legacy report as we fully adopted the Attendance monitor that is one of our most loved reports!
Notifications – math is tough, OK? 😵 We had some miscalculations with all the different time zones and would ring the false alarm 🔕 notifying that agents are being late to start their days, although they were not. We are now much better at math! 🤓
Chat tracking – our chat application 💬 had some hiccups and was misbehaving on the Zendesk Chat sessions, and swiftly our smooth operators 👩💻👨🏽💻 took care of that!
29 May 2020V16.20
WFH plan – this isn’t a new feature, per se, but rather a new complimentary 6 months plan 🎉. tymeshift rolled up the sleeves and came up with a solution to help businesses with the sudden changes we all had to endure 😬.
Agent workspace – have you heard about this new feature 📰 on Zendesk? We made sure that we tweak tymeshift so it continues to seamlessly integrate with your workflow in the new Agent Workspace in Zendesk! 🤘🏽
User management – we listened to your needs 📣 and made some cool adjustments – now when the agent is offboarded from Zendesk, you will still be able to see their historical data on our Summary Report! All data stays put! 💁🏻
Tooltip – we felt that the tooltip explaining what does the Combine all metrics to agents‘ group option in our Summary report was wayyy too long 😴, so we updated it to be short and sweet! You can learn more here.
Managing Timesheets – we caught a pesky little bug, which would remove manual time edits on the timesheets 😱. But, ladies and gentlemen, we got it!
Exported reports – the Summary Report .csv files were adding some additional jibberish 🤔 rows to the file. We don’t speak jibberish! 🙅🏼♀️
Schedule Approvals – time off and shift trade requests did not have the Decline option. Well, 2020 is all about taking a break, right 😬? Not to worry though, we pinned the missing button back to its place! 📌
28 February 2020V15.20
Investment – This isn’t a new feature, but it will allow us to bring tons of new features your way, so we wanted to include it 🥳 ! If you haven’t heard about the strategic investment that Zendesk made in tymeshift.
Drag & Drop Shifts – For those who work with our Scheduling feature, we have an amazing hack! Now you can drag and drop shifts into your schedule. How easy and fun is that 🤪 ?! Let us know if you like it.
Google Notifications – We just updated our logo, so it aligns with our current (not-so-new-anymore) branding 🥰 . That way, it’ll be clearer when you’re getting a notification from tymeshift!
Time Off Details – Once your agents request time off, you’ll now be able to see additional details they choose to include, like a note sharing why they need time off 🏝 . This is going to make your approval workflow MUCH smoother. 🤙🏼
Scheduled Reports -Marty McFly must have stopped by because these reports were being sent with the future dates 🔮 . We made sure they’re coming from the right date and time now. ⏰
Time Off Requests – They were trying to hide from schedules after approval was granted, but they’re back in action now. You’ll see them on the schedule immediately after they’re approved. 🏖
31 December 2019V14.19
Intraday Plan – We’ve released this new feature to replace your Weekly Intraday. This new and improved feature is going to be your go-to for day-to-day WFM tasks 🙌🏻 . Quickly compare the scheduled vs. the actual staffing across all three channels for the whole day, specific hour, half-hour, or even 15-minute intervals. You’ll be able to seamlessly manage your workflow and efficiently reach your service delivery goals🎉 .
States Dashboard – Meet the newest addition to our Talk+ bundle family ☎️ . With it, you can see a high-level, real-time view of the current states your agents are working in (in tandem with Who’s Working). We’ve divided it into three types of states (Talk, Occupied, Unoccupied) to boost the accuracy of your insights. More information about States Dashboard 👉🏼 here.
Zendesk App Framework V2 – Zendesk released its v2 App Framework 🏅 , and we polished our app and migrated it over. New feel, same great tymeshift 🤗 .
Security – We extended the CrossAuth token, so you’d be automatically logged out after three days to keep your account secure 🔐 . We heard your feedback regarding this requirement, and made the change as security is of the utmost importance to us!
Automatic Tracking – This was one pesky bug to catch 🦟 , but we got it. Now tracking is bulletproof! The migration to the new Framework caused it, and all you need to care about is that it’s fully resolved.
Email Notifications – We were so eager to get you your notifications that we accidentally sent too many 😱 ! We’ve toned it down, so your mailbox won’t be cramped anymore. 👍🏻
3 October 2019V13.19
Slack Integration – Hooray for this new feature! 🔔 Now, agents and managers alike can get tymeshift notifications right in Slack. Whether it’s a reminder, an alert, or a status, all the real-time notifications you need can be delivered straight to Slack. Learn more here.
Talk+ – These gems are going to improve your workflow and cut down on duplicated effort. Talk+ gives you access to Talk states in tymeshift which will now automatically sync from tymeshift to Zendesk Talk & even more fantastic metrics in your Summary Report. Get ready to find even more reasons to love tymeshift with Talk+! Learn about these features here.
Help Center Revamp – Our team went through the entire Help Center to update, clarify, and create articles for new features. We also meticulously reviewed the design and organization to improve your experience while you look for the info you need. Just a note, if you’ve used our HC before, you might need to clear your cache to see the updated version.
Framework v1 to v2 – We’re working hard to prep for the v2 Framework launch! Everything’s running smoothly, and you’ll get an email from us when it’s time to switch to v2. Not sure what we’re talking about? Learn more here.
Support button – You are supposed to be able to hide the Support button with one click. However, it didn’t feel like hiding recently 🙈. We’ve fixed that, and it will hide properly now.
Schedule View – In the Daily View, the panels weren’t acting properly when some users scrolled left or right. Not anymore!
2 September 2019V12.19
Activate/Deactivate Users – This has never been so easy! You can now Activate or Deactivate users directly from your Agent List under Agent Permissions without needing to go into each individual agent’s profile. Instead, you can click Activate or Deactivate next to each agent’s name on the list, making it faster and easier to get done. Learn more here.
New Metrics – When it comes to metrics, more is more 📢! That’s why we’re excited to bring you some new options you’ll find useful when you create reports. The three new metrics launching this month are: Chat Missed %, Up Time %, and Average # of Replies.
Attendance Monitor – For those of you who love percentages , it’s now possible to get a percentage breakdown of Planned vs. Unplanned Time Off in your Attendance Monitor Report. We hope that makes you at least 30% happier today!
Summary Report & Totals – When you export a CSV file, you’ll see a brand new total row at the bottom. This means less work for you because you’ll instantly know the total time that was spent on different activities during that reporting period.
Tutorial Tips – We removed the tutorial tips from the tymeshift App in Zendesk. Why? Because we thought we could do better, so we’re going to work on improving them.
Attendance Monitor & Time Off – We made a slight change to the Time Off column in exported CSV reports. If you select a date range, the name will change from “Time Off Type” to simply “Time Off.” That’s because you will see the total amount of Time Off taken during that period, no matter what type it is.
Dashboard – We truly care about every aspect of our users’ experience, even the tiny details. That’s why we changed the smiley icon for CSAT scores. We like the new one better and we hope you do too 😀!
Content – Thank you to a super-sleuth that found a sneaky typo hiding on our site 🙏 ! We’ve corrected it, and we’ll keep an eye out for more.
Reports – Clicking a report to download it should remove the report from the download list. However, the reports were apparently all too comfortable staying listed. They’re moving along now.
Dashboard – The person on top should be the one with the lowest Average Handle Time (AHT), but it was listed the other way around. They’ve been properly swapped.
Who’s Working – The page numbers in this section pulled a disappearing act, but their career in magic has ended, and they’re back on the bottom of the screen.
1 July 2019V11.19
Talk Status Tracking (BETA) – Zendesk released a new Talk Status (Away), and so we obviously decided to add ‘Away’ to our Talk Status Tracking feature. If you want to learn more about Talk Status Tracking in tymeshift (try saying that five times fast) check out our Enterprise plan.
Schedule Summary Report – You probably already know that you can schedule to have your full Summary Report sent straight to your email 📩. We wanted to give you another option, so now you can also schedule to generate a “Recommended CSV” file of your Summary Report. This file will only contain the metrics you select. You can learn more about how to schedule this report here.
Unassigned Shift – A bit ago, we gave team managers the ability to resize the Unassigned Shifts area on their Schedule if they had an Admin account. Since we love agents, we wanted to give them the same option. Now, agents also have the ability to resize that area on their personal schedules.
Channel Colors – If you go into the Admin section, you might notice that the name ‘Channel’ has changed to ‘Channel Colors.’ We think the name change will make the purpose behind that setting much clearer 🎨 .
Design – Oohhh! Ahhh! Look how pretty your PDF Schedules are now! We updated the alignments and pop-ups to match our current style.
Agent Activity – Some people saw a big, fat 0 for Productivity Metrics when they checked Agent Activity. The metrics are back and being more productive!
Summary Report – When you changed metrics and re-ran the Summary Report, it would ignore the Agent View filter. This forced you to set that filter up again manually. We’ve resolved that issue.
Schedule & Blockout – The features were working fine, but the blockout dates weren’t showing up in the right place. They’re back on the left side of the Shift Templates section. Learn more about blockout dates.
25 May 2019V10.19
Guides – The old Admin Guide banner no longer appears on the bottom of your account. Plus, we’ve created more info-packed guides to help you get the most out of tymeshift. Go here to see the full list. Have a guide in mind that you’d love to see? Let us know! 📒
Unassigned Shifts – We improved Unassigned Shifts again this month! If you create more than 20 Unassigned Shifts for a day, you will be able to see them all at once instead of just 20 at a time like before.
Enterprise Plan & Seats – In the past, the Enterprise Plan was only available for teams with over 40 tymeshift users. We’ve done away with that restriction! Check out all of our new plans here.
Trends Report – We’ve improved the Trend Report 📈(it’s located in the Summary Report if you’re wondering). Now, you can see the average for each metric by default – you can always change the parameters if you’d like. We have also improved the design and made sure to focus on only displaying the information that matters the most to you!
Attendance Monitor – The Total bar has been redesigned, so it’s easier for you to see while you scroll up and down. No more hiding!🙈
Schedule & Speed – You asked for a way to improve your scheduling flow, and now you can! We’ve made those slow tasks like switching among weekly, daily, or monthly views a lot simpler so you can get everything done more quickly.
Design – We’ve updated a bunch of stuff to align with our “new” branding (it’s not that new at this point, but some holdouts were hiding out there). Even your notifications have been updated to match our rebrand! We’re going to keep making sure everything fits the brand; we hope you <3 it.
Summary Report – The loading indicator was pulling a disappearing act before the report finished loading! The Houdini impersonation is over, and the indicator is staying put until it’s really finished.
Summary Report & PDF – Sometimes when you ran a report and grouped by day then by agents, the PDF would refuse to display all of the data. This is fixed, so you can use this grouping again and get all the data in the PDF!
Dashboard – For a few customers, groups of data were getting lost on the way to their Leaderboard. We sent out a search party, got them a map, and they’re now experts in finding their way.
CSAT– If you use Zendesk’s native CSAT survey, you might have noticed a brief period where it wasn’t populating in tymeshift. Not to worry – CSAT scores are back in action!
30 April 2019V9.19
Agent Permissions – Filter alert 🚨. There’s a new filter in Agent Permissions that lets you see all users who don’t have an assigned role just yet. We’ve named it quite simply, ‘No Role’! Managing your users’ permissions has never been so easy!
Attendance Monitor – Now, the CSV file that you can export from this report is even better. We’ve split some columns allowing for smoother data manipulation, and included your Agent ID from Zendesk.
Schedule & Unassigned Shifts – You can now resize the Unassigned Shift section! Whooo! Check out what we mean by ‘resize’. Not too sure how to use Unassigned Shifts? We’ve got the details you need right here.
Team Page – Some of you might be wondering, “Who are these tymeshift people?” Well, your answer has arrived! If you’d like to learn more about the merry band of WFM Warriors that work at tymeshift, check out our new team page here.
Schedule & Approvals – As part of our spring cleaning, we gave our approvals page a bit of a refresh. Everything used to be on the same screen, but now you can glide from all requests to approved, pending, or denied (so you can easily see decisions you made in the past too). Easy breezy!
User Profile – In the past, it wasn’t possible to edit a user’s profile if they already had an assigned role (you’d have to switch them to ‘No Role,’ edit, then reassign their role). That was too time-consuming!! Now you can edit a user’s profile even if they have an assigned role – no more useless steps required.
Summary Report – Using a filter used to hide the name of the metric, which could sometimes get confusing. The metric name is now visible, so filter away!
Talk Status – We’re working hard on this! FYI it’s a way for you to track the time agents spend throughout the day in each Zendesk Talk Status. Sneak peek into where we are right now – the team just added a ‘Missed Calls %’ metric. The Talk status feature is in BETA and currently accessible by applying to an EAP. Once it is ready, it will be available under our Enterprise Plan.
Icons – Some icons were in disguise and masquerading as other icons 🎭. The fancy dress ball is over, and all icons are back in their proper work attire.
Role – Before, after you created a Role and clicked ‘Save,’ the popup window stayed open. This was confusing because it looked like maybe the Role wasn’t created (even though it was). We’ve fixed this so once you click ‘Save’ the window will close on its own.
Schedule & Filter – What good is a filter that doesn’t actually do the filtering? None at all. That’s why the Agent View filter in the schedule’s Daily View needed a stern talking to – now it’s filtering correctly.
Schedule & Zoom – The zoom feature was feeling lazy and refusing to work for a bit. It’s gotten over this slump and is back to work. 🧐
27 March 2019V8.19
Attendance Monitoring – This is an improved version of our original Attendance Report. It gives you access to more filters AND allows you to select a date range and see your team’s attendance during that time. Check out here.
Time Off – Now, you can distinguish between planned (things like vacation or maternity leave) and unplanned (those pesky sick days) Time Off under your schedule settings. When you export your Attendance Monitoring Report (remember that thing we mentioned above?☝) you’ll get to see the amount of Time Off taken and what type it was.
Scorecards – We’ve enabled another metric in Scorecards you’re sure to love called Tickets Solved per hour (Working Time). You can learn more about it here. Feel free to enable it on your agents’ Scorecards!
Event Page – We looove to travel the world and connect with amazing teams! That’s why we’ve decided to launch our Event page (it’s here) so that you can see where we are heading, and hopefully we can meet up. If you notice an event listed and you’re planning to go too, let us know!!
Who’s Working – Like a flash!⚡Our Who’s Working page will load faster than ever before.
Schedule & Notes – Schedule notes allow up to 250 characters per entry (about 50 words). We capped it to make sure notes stay easy for agents to read and understand in a timely manner.
Summary Report – We have to admit, words that are cut off aren’t super helpful. That’s why we’ve updated the top menu bar of your Summary Report so you can see every letter in its entirety.
Icons – Wondering why all of the icons were gathered together on the left side of your screen? They’re not having a cocktail party, we’ve just updated the navigation and sidebar to align with our new style.
Rules & Log – It’s now easier to check and analyze your log! We’ve updated the ‘view log’ button under Rules so it opens a popup instead of a whole new tab.
Schedule & Agent View – Now where is that icon hiding? Oh, there it is! The icon on the top-left corner of the Agent Schedule page was camouflaged to match the background color, but not anymore.
Schedule & Intraday – Some days, the copy right and left features were being lazy so you couldn’t edit your Intraday easily. They’ve had some coffee and are acting more professionally now.
Profile Fields – For a brief time, you weren’t able to add more profile fields under the admin section. Now you can again!
Summary Report – In an unpopular decision, some Summary Reports were not automatically sent to your email as scheduled. While you can always manually run the report, it still wasn’t kind of them not to show up. That’s all fixed, and they’ll be arriving in your inbox as scheduled!
28 February 2019V7.19
New Webinar Page – We’ve launched a brand new webinar page! It’s where all of our past, present, and future webinars will live. Also, we’re working to diversify our webinar topics – let us know if you have anything you’d like us to include!
Forecasting – We are sooooo excited for this! Our team is improving this feature (it’s still in BETA), but it’s getting closer to being ready. We are going to leverage your historical data (a max of 2-years’ worth) to develop better forecasting predictions.
Schedule & Filter – What’s in a name? Quite a bit – which is why you can now filter by an agent’s name. Just type the name in the search box and the agent’s information will appear.
Schedule Appearance – Sometimes less is more. Which is exactly why we made it possible to collapse the sidebar and 2nd sub nav on all Schedule pages.
New Icons – Notice something different? We’ve replaced section names with icons to give the interface a more streamlined look. See here how beautiful they are!
Schedule & Unassigned Shifts – Looking for your Unassigned Shifts? Don’t worry they’re still around – just check the bottom left corner of your Weekly View.
Schedule & Groups – We’re happy to share that we have made improvements to the All Groups functionality. Now, you have the option to quickly expand or collapse groups. If you have Zendesk groups without any agents, then they will be hidden from the sidebar. They were just taking up space anyway.
Design – We didn’t forget popups! Now they’re all styled to match the new tymeshift design.🎨
General Task – For a few days, General Tasks refused to allow a name change. It’s fixed now – so change them all you want!
Rules & Notifications – If you felt like the notification emails weren’t as pretty recently, you were right. The images were broken, but we’ve fixed them. Enjoy 🙂
Summary Report – When you extract a PDF report, the header will now show the name of the metric (it was showing “Sort Off”).
Schedule & Staggering – Hide and seek! The Staggering option was pretty good at hiding, but we made sure it’s going to stay visible from now on.
29 January 2019V6.19
Summary Report & CSV – You can now export a CSV that contains ONLY the metrics you select. Just click on the CSV icon and select “Recommended.” This means your reports will load faster and you’ll only see the metrics that matter the most to you. We also improved the CSV file by separating the columns for Agent Names and Dates, which will allow you to filter and create Pivot Tables easily!
Rules – By default, all new accounts now have rules set up to end an agent’s day automatically in case they forget to do it. This means that you will have accurate reports even if there isn’t time to set up your own rules an account. Of course, you can edit or delete these rules if you’d like!
Timezone Switcher – You now have the option to choose ‘Use Account Default Timezone.” Just click on the Timezone Switcher (it’s in the upper right corner of your account) to see this option! 🌎
Guides – When your team first logs in to Tymeapp, they’ll see some handy tips that walk them through the app’s main sections. We are also currently working to create more guidance for each feature 🙂
Design – We’ve redesigned the login, installation, and timecard pages. We’ve also made a lot of smaller changes like adding new buttons, icons, and tooltips to ensure that navigation is intuitive.
Timezones & Shift Templates – You can now add a shift template even if your timezone isn’t an integer (like our friends in Adelaide who are GMT +10.5). Shout out to them for pointing this out!🇦🇺
Trends Report – We’ve moved the Trends Report into the Summary Report – it seems to feel right at home there!
View Scheduled Reports – The button to close the popup window while viewing scheduled Summary Reports was being a bit difficult. It’s sorted out now!
Summary Report & Tags – When filtering by tag, you couldn’t see the tag name, and had to click out of the field to make it appear (ooops)!
Schedule & Delete Shifts – When deleting a shift for an agent and adding a new shift for the same date, some of you got a message saying the shift overlapped with an existing one. It’s fixed now, so delete and create shifts as many times as you want!
Schedule & Groups – When selecting “All Groups,” not all of the agents in the group were being selected. While it appears some of the agents were hiding, we’ve convinced them to get back to work.
14 December 2018V5.18
Forecasting (BETA) – Your dreams have come true! Forecasting is now live for BETA participants. It’ll allow you to forecast incoming volume and the number of agents you’ll need. Here‘s an article that gives you the full scoop.
Schedule Adherence – It’s now possible to see how well your agents are adhering to their schedules from the Summary Report – and you can even extract the data. We’ve gone a step further and also made it easy for each agent to monitor their own adherence right from their Scorecard.
Agents Permissions – New filter alert!📢You can now filter agents by either Activated or Deactivated status. We’ve also made the search bar dynamic so it’ll show each agent’s status when you’re searching.
Security – Looking to change your password? Now you can do it in your account’s Admin section. Just click on your Profile picture to see the option.
New Branding – Last month we were excited to unveil our new brand! We’re still working on refreshing our website & app, but we’re almost there. If you notice something that is in the old style, we’d love it if you could let us know. Thanks 🙂
Publish Shifts – We removed the “Publish All” feature for shifts because it needed some tweaks. The team is on the case, and we’ll get that fixed. For now, you can only publish the shifts you are viewing. Here’s a little tip – if you go to the Monthly View, you can publish the entire month in just one click.
Schedule – We’ve implemented a new algorithm for hiding agents who don’t have shifts on the Schedule Daily view. This means the Hide/Show action works even faster.
Weekly Intraday – Some of these were taking a *bit* too long to load. All fixed!
Attendance Report – In your Reports, the original name (Attendance) was kind of confusing, so we renamed it Attendance Rate.
Agent Activity – We pulled the oversized loading indicator and replaced it with a smaller one that doesn’t block the entire page.
Calendar Settings – We heard that the calendars weren’t always respecting the Week Start Setting you chose. Now, it will show the start day you select.
Schedule & Groups – Before, when you selected a group and refreshed the page, your selections weren’t always saved. That’s fixed! Also, when you clicked Group Settings, the pop-up wasn’t appearing consistently. That’s fixed too!
Schedules & Repeating Shift – Some of you experienced an error message when you tried to add repeating shifts for future dates. We’ve solved that issue – so feel free to create repeating shifts forever and ever and ever.
Export – The date and time used to disappear when you exported your Productivity Report as a CSV file. They’re back now!
Dashboard – For those of you who tried to select “Yesterday” from your dashboard, you may have noticed that nothing happened. It’s working flawlessly now.
11 November 2018V4.18
Rebrand – We’ve rebranded!! To better reflect who we are and where we are going, we’ve created a new look, feel, and logo! What do you think? We hope you’re fans because we love it and we can’t wait to share more great updates soon.
CSV Report – We’ve created a new button that makes extracting a CSV Report a snap. It’s snuggled up next to the Timezone switcher and if you click on it you’ll see all the reports that are ready and the ones that are in progress. Watch it spin and when it stops, download your report! Btw you can see the button on every page so you can work on something else while your export is in progress.
Metrics – We’ve got more metrics! Rate metrics. Chat & Talk metrics. Check that Summary Report to see your new metrics.
Notes – A while ago, agents could only see the Notes on their Schedule. Now, Notes also appear on the Team Schedule.
Schedule – Some of you experienced long(ish) loading times when trying to set Time Off for an agent. Now it’s going to go so much faster!
DST – You won’t see the hour off difference before the DST switch anymore.
Quickbooks Integration – We did create an integration for Quickbooks in BETA, but we’ve decided that we won’t move forward with it. We’d rather spend time ensuring that tymeshift is the WFM for the modern age. By that, we mean that new customers won´t be able to enable this yet everyone using it already will not lose access to the BETA integration we already have.
Schedule – Our super organized customers were planning ahead and unfortunately seeing staggered shifts for December, those are fixed now.
API Report – He was hiding 🙈for a few days – but he’s back, and you can see the API Usage Report as usual.
30 October 2018V3.18
Manage Profile Fields – Now, you can create custom fields for user’s profile. It can be a text field, checkbox, or even a drop-down.
Agent Permissions – Now that you’ve created some helpful new fields for profiles, ☝ you can start filling them in by going to Agent Permissions.
Schedule & User Profile – Filter away using your brand new agent profile! Picture it – you need to see every agent you have on the Spanish language team? Just use the language filter you created!
Agent Permissions – We’re all about making things simple. That’s why we redesigned the Agent Permissions page to make it more flexible, easier to sort, and simpler to filter.
General Tasks – You wanted more flexibility? You got it!💪Now you can assign any General Task to any agent while creating your Intraday Schedule, even if it is a group restricted General Task.
Schedule Design – We heard that certain buttons weren’t respecting the Theme you chose and were going green, we just love it green, don’t blame us! Nevertheless, they’re now going to match the rest of the colors you set.
Attendance Report CSV – Sometimes, the column that showed how many times an agent left early wasn’t appearing in Attendance Reports. It’s back now!
Schedule & Shift Trade – Some agents were not able to Trade their Night Shift. Now they can trade away.🔄
Approval/Decline Button – The Approve/Decline button was trying to overshadow the Request Time Off button. Those silly buttons! They now learned to share the spotlight.
28 September 2018V2.18
Attendance Report – By now, you are probably aware that this amazing new report shows you the weekly status for each of your agents. Now, you can also print the reports directly from your account, download them as PDFs, or even export them in a CSV file!
Schedule & Shifts – In just one click you can now delete an agent’s shifts for a whole week or even month. Click on the agent’s name, and it will automatically select all of their shifts. We did this because we understand that depending on your workflow and your resources, a schedule can change at any time. We hope this makes your life easier!
Schedule & Time Off – You’ll notice a new filter that allows you to see every agent who is off. You can even filter by a specific time off to see a list of the lucky agents currently on holiday ⛱
Widget Support – We finally replaced our support widget with the Zendesk Support widget. You can search Help Center articles for immediate self-service or submit a support request using our contact form. We love Zendesk! 💚
Schedule – Our Design Team has worked to make the Schedule more intuitive by implementing small improvements like new buttons, better icon positioning, more visible text, etc. Small changes can make a big difference!
Summary Report – We’ve added an extra dash of beautification to our Summary Reports. Everything will now match the theme that you’ve selected for your account!
Admin – We added some Tool Tips and improved how they’re displayed. Setting up your account has never been so simple!
Reports – Sometimes, exports would get stuck “in progress” for too long. Exports are now back up to optimal speed – no more slacking off for them.
Schedule – Some accounts noticed the Time Off button pulling a disappearing act for a few hours. It left without its manager’s approval – but things are sorted out now.
General Tasks – For some people, it was taking too long for a General Task they’d created for a specific group to appear in the Zendesk App. That’s been fixed, and now you’ll see them immediately!
9 August 2018V1.18
Time & Attendance Report – Now the weekly status for each of your agents is easily accessible. This way, you’ll see their start & end times, total working time, absences, time off, when they were late, any overtime they worked, and their overall attendance rate in one view. You heard it: one view!
Weekly Intraday: Plan vs. Actual – It’s a snap to compare how many agents you really needed for your Channel & Tasks with how many you originally scheduled. That means you will be able to plan better next time and spend those spare minutes doing something you love.
Schedule & Agent Permissions – If you want to, you can give a non-admin user editing rights in Schedule (and only in Schedule).
Schedule & Intraday Report – You can get a look at the Actual Time your agents spent on different tasks right in the Daily View of your Schedule. See how much time was spent on different tasks like Tickets, Chats, Voice, Lunch, Breaks…the list goes on.
Schedule & Edit Notes – Finally, an easy way to Find & Replace the text you added to the notes on your Schedule. No more intense manual searching for some note you can’t remember if you ever actually made. Cause that happens, you are not alone!
Schedule & Log – Track each and every change made to the schedule by checking the Log (you’ll find it in the Schedule Settings).
Licenses Usage – First, you need to know that you must have a Pool Plan for this to work. If you do, then on the first of every month, we’ll record the number of licenses used during the previous month and deduct it from the total licenses you have purchased. This should make it easier for you to monitor your active licenses and plan ahead!
Support Widget – Want to hide the support widget? No problem. Just click on your profile picture and the option to hide it will appear.
Timezone & DST – We’ve improved how you see the DST in Settings; it looks similar to the Timezone Switcher now. We just liked that view better.
My Schedule View – Agents can make their Time Off & Trade Shift requests even if they are in “Read Only” mode.
API Documentation – Our API documentation is now easier to read because we’ve switched to Slate. Check it out here. How smooth is that?
Rules – There was a bit of time where some rules weren’t running and actions like “Clock out Agent, Delete Timesheet and End Day” didn’t work. We fixed the problem and ran a script so these Timesheets were retroactively deleted. Yay!
Reports & Tags – Data wasn’t showing up in reports when users included or excluded a specific tag. That’s no longer the case. Reports and tags are now friends again! 💏
Channel Colors – We know you won’t be envious to hear that for some people all Channel Colors were green for a few hours (go green!) The entire color palette is available again.
Agent Activity & Edit Timesheet – The Agent Activity layout was a bit confusing when trying to edit their Timesheets… so we fixed that!
Schedule – Unassigned shifts & Intraday Template´s missing buttons are now back (they didn´t tell us where they went meanwhile though, those silly buttons!). Shift Templates time-slots issues have also been fixed, you can now again see intraday 30-minute breakdowns and go back to the smooth scheduling experience you always had at tymeshift 🙂
Zendesk App – Scorecard and Schedule time format fixes were released along with a new App version which improved the App performance and hopefully your agent´s experience as well.