Quick Start Guide – Tymeshift

Quick start guide

INTALL THE APP

You can install Tymeshift from the Zendesk Marketplace here: https://www.zendesk.com/apps/tymeshift/ (We recommend not enabling any role restrictions to allow you to capture data for all agents automatically)

UNDERSTANDING THE DIFFERENT TYPES OF TIME TRACKED

Tickets

Time against tickets is tracked automatically as soon as an agent opens any ticket.

Chat

Time is automatically tracked against active chats. Time begins tracking as soon as the agent sends their first message. Time stops tracking (is shifted to Untracked) as soon as an agent minimizes or ends a chat.

Voice

Calls are automatically tracked against Zendesk Talk channel tickets. Tymeshift also integrates with other providers (such as Five 9 and InContact) to provide Voice channel tracking.

General Tasks

General Tasks: These are activities that agent’s perform outside of Zendesk. For example: Lunch, Breaks, Meetings, etc. You can create your own General Tasks based on your needs. Agents will need to clock into these manually.

Untracked Time

Untracked Time: This is time agent’s spend not work in tickets or General Tasks. For example, if the agent is on the Dashboard of Zendesk then their time is tracked as Untracked. This time is also tracked automatically and requires no action from your agents.

By using these three types of time tracking you are able to capture a complete picture of your agent’s day, showing you every activity they take in Zendesk and throughout their day.

WHO’S WORKING

See what agent’s are doing in real-time

Who is working

AGENT ACTIVITY

This will show you a picture of your agent’s day and everything they did throughout the day.

Agent activity

RULES

This will allow you to configure notifications (both for AGENTS and MANAGERS) to notify you when an issue arises, such as when an agent is on a ticket for too long.

Rules

SUMMARY REPORT

This is a great executive report for management. You can turn on and off the metrics you wish to see. Example: See occupancy rate for all of your agents; See what type of issues take the longest to resolve; Compare Average Handle Time across agents and issues; See the highest volume of issues based on tickets received, etc.

Summary Report

Dashboard

You can see an overview of you how your entire organization is performing. (Occupancy, Attendance, Leaderboard, CSAT, Solved, Escalated, and Attended Tickets)

Dashboard

SCORECARD

Define goals and see how your agents are performing. If you are currently building your own agent scorecards, you can use this system instead which will allow agents to see how they are performing in real-time. This will reduce agent disputes since they can see exactly how they are performing throughout the week.

Scorecard

ADD GENERAL TASKS

These are activities that agent’s perform outside of Zendesk. I.e. When they go on lunch, break, or to a meeting. You’ll want to setup a few General Tasks. Here are some common examples:
Lunch
Break
Meetings
Training
QA

You’ll need to train your agents to clock into these at the appropriate times. :)

General Tasks

SCHEDULE

Now that you’re tracking all of your agent’s activity it’s time to start building their schedules. You can schedule your agent’s day down to 10 minute increments.

Schedule

INSTALL ZENDESK QUICKTAB CHROME EXTENSION

This extension will prevent two Zendesk tabs from being accidentally opened, which can interfere with activities and time being tracked accurately.

Chrome extension

TRAIN AGENTS

You’re now ready to train your agents on using Tymeshift.
Check out our Agent Guide that you can use as an outline to follow.