How Zendesk WFM Tracks Agent Activity - Frequently asked questions
Discover how Zendesk WFM monitors agent activity. Explore FAQs on tracking methods, data accuracy, and integration with Zendesk for efficient workforce management.
Frequently asked questions
How does Zendesk WFM automatically track agent activity?
Zendesk WFM automatically tracks agent activity in real-time. Agents can seamlessly switch between tasks like handling tickets, initiating chats, or making calls, and Zendesk WFM will gather this data without any manual input required. This…
Can agents manually log activities in Zendesk WFM?
Yes, agents can manually log certain activities in Zendesk WFM. While the system automatically tracks most work-related tasks, agents need to manually log activities such as lunch breaks or other non-work-related tasks. This manual logging allows…
What should I do if a Zendesk WFM link is broken?
If you encounter a broken link in Zendesk WFM, it might be due to a temporary issue. It's best to check back later or reach out to Zendesk support for assistance. In some cases, articles may be updated or replaced, as was the case with the 'Agent…
Where can I find more resources on Zendesk WFM agent activity?
For more resources on Zendesk WFM agent activity, you can explore the 'Agent Activity' page. This page provides detailed insights and may include videos or additional documentation to help you understand the feature better. If you're looking for…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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Read FreeCash's case study
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