Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Where somebody's time actually went, in detail. Best used to check the data, and not to check the person.
What it shows
A timeline of one agent's day: which tickets, which tasks, which gaps. Down to the individual activity.
What it is genuinely for
- Checking the tracking works. Does the timeline match what that person did?
- Finding untracked work. Gaps that turn out to be real activity nobody set up a task for.
- Investigating an odd number. Why one day's adherence looks impossible.
Use it on your own day first
Look at your own timeline for yesterday. You know what you did, so you can see immediately whether the tracking reflects reality.
That is the fastest way to find out what the data is missing.
The gaps are the finding
An hour with nothing recorded is almost never an hour of nothing. It is a phone call, a colleague at a desk, a system outside Zendesk.
Each gap is a general task you have not created.
Not for supervision
A minute-by-minute record of somebody's day is available here, and using it that way changes the relationship permanently. Agents who believe they are watched this closely stop being candid about anything.
If there is a performance conversation to have, have it about outcomes.
Tell people it exists
Discovering it later feels like discovering surveillance. Explaining it up front, along with what it is used for, is the difference between a tool and a grievance.
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