Why Workforce Management
Occupancy is a measurement of how much of an agent’s time at work is spent actually working. Tymeshift will help you increase the occupancy rate for your agent’s, saving you time and money.
|8||An agent is scheduled to work 8 hours per day.|
|-1.5||1.5 hours is subtracted for lunch and breaks, leaving 6.5 hours of time the agent should be productive.|
|5 / 6.5 =
77% Occupancy Rate
|Actual working time / expected working time = Occupancy Rate|
Tymeshift captures 100% of the agent’s time spent in Zendesk and calculates the occupancy rate automatically with accuracy and granularity.
Find out how productive your agents are by seeing how many tickets they Solve, Escalate, and Attend. Plus, you can see how many solved tickets were reopened.
Solved: The agent that solves a ticket the first time is awarded a Solved point. Only one agent can get credit for a solved ticket. If a ticket is reopened and then solved again the agent will not receive a second solved point.
Escalated: The agent that escalates a ticket to a new group receives an escalated point. An agent can only receive credit for an escalated ticket once per ticket.
Attended: An agent that neither solves nor escalates a ticket but does perform work, such as leaving a comment, changing the status, or re-assigning the ticket to another agent in the same group, receives an attended point.
Agent’s can see their occupancy, productivity, and how they’ve spent their time for the week in real time. They can also see their target goals and if they are on-target to reach them.
• Accurate and real time data reduces agents disputing their productivity since they can see it in real time.
• See top performers and agents that are underperforming
TRACKING ACROSS ALL CHANNELS
Tymeshift tracks your agents time across all channels including email, inbound calls, and chat.
Does your organization work with multiple departments in Zendesk? If you’re trying to hit a target solve time of 48 hours, Tymeshift can show you how each department contributes to your average solve time and identify ways to improve bottlenecks.
GET ALERTED TO PROBLEMS
Create rules & notifications will automatically alert your managers to issues. For example, if your agents are allowed to take a 1 hour lunch then you can automatically receive an alert as soon as an agent exceeds one hour for their lunch break.
You can even alert the agent’s that they are close to going over a break or their occupancy is lower than expected.
No need to constantly update multiple spreadsheets and manually manage your schedule - you can your agents schedules in Tymeshift and get notified if an agent is late or approaching overtime.
Plus, agents can even request shift swaps with the schedule automatically updated upon approval of the swap.
Use data to determine when you need to hire more agents - or if productivity improvements would allow you handle more volume without increasing the size of your team.
STOP MAKING ASSUMPTIONS WITH ACCURATE REPORTING FOR THE EXECUTIVE TEAM
All of the raw data Tymeshift captures is available via our API or exportable as a CSV. This means you can integrate Tymeshift into your executive reports and have the real stats - not assumptions.