Understanding Point Metrics on Zendesk Agent Page
What are point metrics on the Zendesk Agent activity page?
Point metrics on the Zendesk Agent activity page are used to measure agents' ticketing activity. Agents earn points for actions like changing a ticket's status, which are then displayed in their Productivity timelines.
These metrics help visualize agent productivity and can be used to assess performance and adherence to schedules.
More related questions
What is the Zendesk Agent activity page?
The Zendesk Agent activity page is a tool within Zendesk Workforce Management (WFM) that helps visualize how agents spend their time across different workstreams, tasks, and untracked periods throughout the day. It allows you to compare what agents…
How can I access the Agent activity page in Zendesk?
Accessing the Agent activity page in Zendesk is straightforward. Simply hover over the agent folder in the navigation bar of the Zendesk WFM web app and select 'Agent activity'. This page provides real-time monitoring of agent activities, allowing…
How do I view and filter agent activity on Zendesk?
To view and filter agent activity on Zendesk, navigate to the Agent activity page. Here, you can group agents by location, Zendesk group, or team, or view all agents. You can filter agents by collapsing or expanding folders, searching by name or…
How can I monitor an agent's activity in Zendesk?
Monitoring an agent's activity in Zendesk involves accessing the Agent activity page and selecting the agent you wish to view. You can see their schedule, adherence, talk state, and productivity. Hover over entries for more details, such as…
How do I export agents' talk activity statuses in Zendesk?
Exporting agents' talk activity statuses in Zendesk is simple. Select the desired date on the Agent activity page and click the 'Export Talk activity' button. You'll receive an email with a link to download a CSV file containing details like agent…
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