Zendesk WFM Metrics for Mobile App Activity
Discover how Zendesk WFM attributes metrics for mobile app activity. Learn about point metrics without detailed tracking.
How does Zendesk WFM attribute metrics for mobile app activity?
Zendesk WFM attributes point metrics for activities performed on the mobile app, but it doesn't track detailed activity data. Agents receive points for actions like solving tickets, even when using the mobile app.
For instance, if an agent solves a ticket through the mobile app, they will earn a solved point. However, there won't be any tracking data for the time or activity related to that ticket. This allows agents to still be recognized for their work without detailed tracking. For more information, see the originalZendesk article.
More related questions
Does Zendesk WFM track activity on the Zendesk Support mobile app?
No, Zendesk WFM does not track activity on the Zendesk Support mobile app. While agents can still receive point metrics for actions like solving tickets, their time and activity are not tracked when using the mobile app. This means that if an agent…
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