Monitoring Agent Task Lock Activity
Where can admins monitor when agents lock a task in Zendesk?
Admins can monitor when agents lock a task by visiting the Agent activity page in Zendesk. This page provides insights into how agents are utilizing task lock and helps ensure that time tracking is being used effectively. For more detailed information, you can refer to the section on Monitoring an agent's activity.
More related questions
What is task lock in Zendesk and how does it help agents?
Task lock in Zendesk allows agents to stay clocked into a single ticket or task while they open other tickets. This feature is particularly useful when an agent needs to research past tickets but still wants to track the time spent on the current…
How can admins activate task lock for their Zendesk account?
Admins can activate task lock for their Zendesk account by accessing the Zendesk WFM web app. Simply hover over the admin icon in the navigation bar, select Account settings, and then in the tracking section, check the box for Allow task lock….
Can task lock be activated for individual users in Zendesk?
Yes, task lock can be activated or deactivated for individual users in Zendesk. While account-level settings apply to new team members by default, user-level settings take precedence. To manage task lock for specific users, you need to edit their…
What happens if I change the account-level task lock setting in Zendesk?
If you change the account-level task lock setting in Zendesk, the new setting will not apply to team members who already have task lock set at the user level. User settings take precedence over account settings, so any changes made at the account…
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