Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
Where somebody's time 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.
Click Monitoring in the sidebar and select Agent activity. The page opens on today and the date picker reaches back over earlier days, but not forward: a future date cannot be selected here. Tracking is sequential, so an agent is on exactly one activity at any moment.
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.
It is worth knowing the ordinary causes before you go looking for a missing task. A gap also appears where somebody began a new shift after ending the previous one, which can happen twice in one day; where an activity was edited or deleted by hand; and, on accounts with agent status synchronisation, where a status changed with no ticket or mapped activity behind it. Expand the agent's record and read the status, schedule and adherence timelines for that period before concluding anything.
One cause is easy to miss because it looks like idleness. Handling tickets in bulk, or through the update-many endpoint, leaves some actions untracked, and the work then goes missing from the timeline although it was done.
Adherence needs a generated schedule
An agent without a generated schedule is permanently out of adherence, and that figure drags the team average down with it. Before reading anything into a low percentage, check that the person has a schedule at all.
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
Finding out about it afterwards, rather than being told, is what turns a monitoring page into a grievance. Say that it exists and say what it is used for.
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