Track Agent Time Outside Zendesk with Chrome Extension
How can I track agent time spent outside of Zendesk?
You can track agent time spent outside of Zendesk using the Zendesk time tracker Google Chrome extension. This tool allows Zendesk WFM admins to map general tasks to specific URLs that agents visit, providing insights into how agents are spending their time. Once the extension is installed and configured, agents can see which activities are being tracked on the URLs they visit, helping them understand how their time is being recorded. For more details, visit theZendesk help page.
More related questions
How do I configure extension tracking in Zendesk WFM?
To configure extension tracking in Zendesk WFM, you need to be an admin and have defined general tasks. Start by pressing cmd+k in the Zendesk WFM web app and typing 'extension tracking'. Click on 'Extension Tracking' and decide how to track time…
What should I do if the Zendesk time tracker extension isn't working?
If the Zendesk time tracker extension isn't working, it might be due to issues with cookies or session data. Ensure that agents clear their browser cookies, especially those related to Zendesk, as stale or corrupted cookies can prevent proper…
Can I use wildcards in URL tracking with Zendesk?
Yes, you can use wildcards in URL tracking with Zendesk, but only in certain segments. Wildcards are supported between URL segments, such as 'https://www.order-processing.com/*/orders'. However, wildcarding is not supported in the domain or…
Why does the Zendesk time tracker extension require agents to click 'start tracking' daily?
The Zendesk time tracker extension currently requires agents to click 'start tracking' each day to begin tracking their activities. This is a known limitation and can be cumbersome for agents who need to remember to activate it daily. Zendesk is…
Is it possible to track time spent on Zendesk domains using the extension?
Currently, the Zendesk time tracker extension excludes tracking on Zendesk domains to avoid conflicts with internal activity tracking. This means that time spent on Zendesk-related pages, like a knowledge base, won't be tracked by the extension….
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