Tracking agent time spent outside of Zendesk

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<p id="docs-hc-snippet" style="display: none;">Admins in Zendesk Workforce Management (WFM) can track how agents spend time outside of Zendesk by using the Zendesk time tracker Google Chrome extension.</p>
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<p id="docs-ai-summary-content">Track agent time spent outside the platform using the time tracker Chrome extension. Configure it by mapping general tasks to URLs, allowing you to monitor agent activities. Agents can install the extension to see tracked activities on visited URLs. Admins can manage settings to auto-track or handle unmapped URLs, enhancing visibility into agent time management.</p>
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<div class="body">

<p class="p" dir="ltr">Admins in Zendesk Workforce Management (WFM) can track how agents spend time
outside of Zendesk by using the Zendesk time tracker Google Chrome extension. </p>
<p class="p" dir="ltr">Configure extension tracking by mapping general tasks or unified agent statuses
to URLs that agents visit. </p>
<p class="p" dir="ltr">By mapping general tasks or statuses to URLs, you can understand how agents
work and choose how the activity is recorded when they visit a mapped URL. Additionally,
you can configure which visited URLs automatically update agents’ statuses in Support. </p>
<p class="p" dir="ltr">After you set up extension tracking and agents install and sign in to the
extension, they can also see which activity is tracked on the URLs they visit. This
helps them better understand how their time is tracked.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="wfm_agent_time_tracking__ul_h2b_dgm_dkc">
<li class="li"><a class="xref" href="#topic_trz_cyz_dkc">Understanding external website
tracking in WFM</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_qd2_ggm_dkc">Mapping URLs for extension
tracking</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_mpd_kqy_vfc">Configuring extension
tracking settings</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_oyy_qvm_dkc">Managing extension tracking
URLs</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_trz_cyz_dkc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding external website tracking in WFM</h2>
<div class="body">
<p class="p" dir="ltr">To track agent activities and tasks that occur outside of Zendesk, you must
first have defined <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10117789027610" target="_blank">mapped unified agent statuses in WFM</a>. </p>
<p class="p">The browser extension tracks the time agents spend on websites you map in WFM. You
can map an entire domain or a specific URL within a domain, and each is tracked
separately.</p>
<p class="p"><img class="image mg-screenshot" id="topic_trz_cyz_dkc__image_rtr_2yz_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_ext_4.png" width="400"></p>
<p class="p" dir="ltr">For example, you might want to add <em class="ph i">https://www.youtube.com/</em> to your
"Away" or "Lunch" general task. Every time an agent visits YouTube, their time will
be tracked as away or lunch in WFM. </p>
<p class="p" dir="ltr">If you're using unified agent statuses instead, the agent’s status can
automatically update to Away or Lunch in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Agent Workspace in Support.</a></p>
<p class="p" dir="ltr">Agents can install the <a class="xref" href="https://chromewebstore.google.com/detail/zendesk-time-tracker/bccgcacpbhfoocnlbdkhccbiklgckpon?pli=1" target="_blank">Zendesk time tracker extension</a> from the
Google Chrome web store. They must sign in to the extension after installation, and
we recommend selecting <em class="ph i">Keep me signed in</em> to ensure that they stay logged in
even after closing their browser.</p>
<p class="p"><img class="image mg-screenshot" id="topic_trz_cyz_dkc__image_str_2yz_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_chrome_time_tracker_agent_sign_in.png" width="300"></p>
<p class="p" dir="ltr">When agents visit a website with a mapped URL, they can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">click the WFM icon in Support</a> to see the general task or
agent status associated with the time they spend on that page. This will
automatically continue until the agent signs out of Zendesk.</p>
<p class="p" dir="ltr">If agents sign out or their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832533274" target="_blank">session expires</a>, tracking pauses until they sign back
in.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> Closing tabs doesn’t sign agents out. If an agent closes their tabs and
browser without logging out of Zendesk, the extension continues to track them if
they navigate to a mapped URL. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374423066" target="_blank">Create an automation</a> to notify you when an agent remains
clocked into a task or status longer than expected, allowing you to review and
correct the entry.</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qd2_ggm_dkc">
<h2 class="title topictitle2" id="ariaid-title3">Mapping URLs for extension tracking</h2>
<div class="body">
<p class="p" dir="ltr">You must be a Zendesk WFM admin or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">team member with permission</a> to map URLs for extension
tracking.</p>
<p class="p" dir="ltr"><strong class="ph b">To map URLs for extension tracking</strong></p>
<ol class="ol" id="topic_qd2_ggm_dkc__ol_ckb_skm_dkc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_qd2_ggm_dkc__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Extension tracking</strong>.</span></li>
<li class="li">Click <strong class="ph b">Map URLs</strong>, then enter the URLs you want to map. <p class="p" dir="ltr">You can
map up to 25 URLs to each general task or status.</p>
</li>
<li class="li">Select one general task or agent status for the URLs. <p class="p"><img class="image img-screenshot" id="topic_qd2_ggm_dkc__image_yhd_jlm_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_map.png" width="500"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When you map a URL to a unified agent status or general task, WFM
automatically adds a wildcard to the end of the URL. For example, if you
define <a class="xref" href="http://www.zendesk.com/" target="_blank">www.zendesk.com</a>, it's stored as <a class="xref" href="http://www.zendesk.com/" target="_blank">www.zendesk.com/</a>* and every page on that domain is tracked.
If multiple mapped URLs match an open page, the system uses the longest
matching URL to log the activity and provide the most precise tracking
information.</div>
</div>
</li>
<li class="li">(Optional) If you've entered multiple URLs, click <strong class="ph b">Next</strong> and verify that
each URL is mapped to the correct general task or agent status.<p class="p"><img class="image img-screenshot" id="topic_qd2_ggm_dkc__image_x5s_wmm_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_map_next.png" width="500"></p>
</li>
<li class="li">When you've finished entering URLs and mapping them to the appropriate general
task or status, click <strong class="ph b">Map URLs</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mpd_kqy_vfc">
<h2 class="title topictitle2" id="ariaid-title4">Configuring extension tracking settings</h2>
<div class="body">
<p class="p">You can configure various settings that control how the extension manager works.
These settings affect only team members who have the Zendesk time tracker extension
installed in their browser.</p>
<p class="p" dir="ltr">You must be a Zendesk WFM admin to configure extension tracking.</p>
<p class="p"><strong class="ph b">To configure extension tracking</strong></p>
<ol class="ol" id="topic_mpd_kqy_vfc__ol_jwp_z1z_vfc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_mpd_kqy_vfc__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Extension tracking</strong>.</span></li>
<li class="li">Click <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Under <strong class="ph b">Unmapped URLs</strong>, define how time is tracked for URLs not assigned to
a task.<div class="p" dir="ltr">Tracking behavior options include:<ul class="ul" id="topic_mpd_kqy_vfc__ul_lmf_hpm_dkc">
<li class="li">
<strong class="ph b">Don't track with extension</strong> (default): Don't track any time
spent browsing unmapped URLs.</li>
<li class="li">
<strong class="ph b">Track as specific general task</strong> or <strong class="ph b">Track as specific agent
status</strong>: <p class="p" dir="ltr">From the dropdown list, select the
general task or agent status to which unmapped URLs will be
assigned.</p>
</li>
<li class="li">
<strong class="ph b">Track as untracked</strong>: If you're using general tasks, you can
track and label any time spent browsing unmapped URLs as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">untracked</a>.</li>
</ul>
</div>
</li>
<li class="li">Under <strong class="ph b">Tracking</strong>, configure the following options as required:<ul class="ul" id="topic_mpd_kqy_vfc__ul_vj1_g5m_dkc">
<li class="li">
<strong class="ph b">Auto tracking</strong>: Select this option to automatically track your
team member's browser activity while they’re signed in to Zendesk.<p class="p" dir="ltr">If you turn off this option, agents must manually click
the extension to start and pause tracking.</p>
<p class="p"><img class="image img-screenshot" id="topic_mpd_kqy_vfc__image_k1t_lpt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_start_tracking.png" width="700"></p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Update agent status</strong>: If you’re synchronizing <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status for Zendesk
WFM</a>, this option is selected by default, allowing the
extension to automatically update the agent status in Support. Deselect
this option so the extension can no longer update the agent status in
Support. <ul class="ul" id="topic_mpd_kqy_vfc__ul_mr3_3vm_dkc">
<li class="li" dir="ltr">
<strong class="ph b">All mappings</strong>: This option is also selected by
default, allowing the extension to automatically update the
agent status in Support for all mapped URLs.</li>
<li class="li" dir="ltr">
<strong class="ph b">Only selected mapping</strong>: Select this option to
adjust which URLs update the agent status in Support on the
extension tracking page, either individually or in bulk.</li>
</ul>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Update agent status for all unmapped URLs</strong>: Select this
option to update the agent status in Support when browsing unmapped URLs
and to label it as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">untracked time</a>.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_mpd_kqy_vfc__image_yfh_bwt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_update_status.png" width="800"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_oyy_qvm_dkc">
<h2 class="title topictitle2" id="ariaid-title5">Managing extension tracking URLs</h2>
<div class="body">
<p class="p">When managing extension tracking URLs, you can:</p>
<ul class="ul" id="topic_oyy_qvm_dkc__ul_vfw_5vt_dkc">
<li class="li">
<a class="xref" href="#topic_bhh_qwt_dkc">Edit mapped URLs</a>.</li>
<li class="li">
<a class="xref" href="#topic_sfq_fxt_dkc">Update URLs mapped tasks or
statuses individually or in bulk</a>.</li>
<li class="li">
<a class="xref" href="#topic_oxx_1yt_dkc">Turn on or off automatic statuses
updates</a>.</li>
<li class="li">
<a class="xref" href="#topic_fvf_pwt_dkc">Delete mapped URLs</a>.</li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you've configured a large number of URLs, use the search box to
display only the ones you need. You can also change the layout or apply filters to
show only the URLs assigned to a specific general task or agent status.</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_bhh_qwt_dkc">
<h3 class="title topictitle3" id="ariaid-title6">Editing mapped URLs</h3>
<div class="body">
<p class="p">You can edit configurations for your extension mapped URLs.</p>
<p class="p" dir="ltr"><strong class="ph b">To edit extension tracking URLs</strong></p>
<ol class="ol" id="topic_bhh_qwt_dkc__ol_gqz_rwt_dkc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_bhh_qwt_dkc__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Extension tracking</strong>.</span><p class="p">The Extension tracking page is displayed showing any <a class="xref" href="#topic_qd2_ggm_dkc">URLs that have been
configured for general tasks or agent statuses</a>.</p>
<p class="p"><img class="image mg-screenshot" id="topic_bhh_qwt_dkc__image_hqz_rwt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension.png" width="800"></p>
</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_bhh_qwt_dkc__image_iqz_rwt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) next to the URL, then click
<strong class="ph b">Edit</strong>.</li>
<li class="li">Enter a new URL or change the mapped status or general task.<p class="p"><img class="image img-screenshot" id="topic_bhh_qwt_dkc__image_jqz_rwt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_edit_url.png" width="800"></p>
</li>
<li class="li">If you’re mapping agent statuses, select or deselect <strong class="ph b">Update agent
status</strong> to allow or stop the extension from automatically updating
the agent status in support when agents visit this URL.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_sfq_fxt_dkc">
<h3 class="title topictitle3" id="ariaid-title7">Changing URLs mapped tasks or statuses in bulk</h3>
<div class="body">
<p class="p">You can change mapped URL tasks or statuses individually or in bulk in the status
mapping table.</p>
<div class="p" dir="ltr">
<strong class="ph b">To change mapped tasks or statuses in bulk</strong><ol class="ol" id="topic_sfq_fxt_dkc__ol_alp_pxt_dkc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_sfq_fxt_dkc__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Extension tracking</strong>.</span><p class="p">The Extension tracking page is displayed showing any <a class="xref" href="#topic_qd2_ggm_dkc">URLs that have been
configured for general tasks or agent statuses</a>.</p>
</li>
<li class="li">Select the URLs you want to change the mapping for.<p class="p"><img class="image img-screenshot" id="topic_sfq_fxt_dkc__image_blp_pxt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_bulk.png" width="800"></p>
</li>
<li class="li">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Change
agent status</strong> or <strong class="ph b">Change general task</strong>.</li>
<li class="li">Select the new status or general task.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_oxx_1yt_dkc">
<h3 class="title topictitle3" id="ariaid-title8">Turning on or off automatic statuses updates for URLs</h3>
<div class="body">
<p class="p" dir="ltr">If you're synchronizing <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status for Zendesk WFM</a>
for Zendesk WFM, you can also turn on or off automatic status updates in Support
for multiple URLs in bulk.</p>
<div class="p" dir="ltr">
<strong class="ph b">To turn on or off automatic statuses updates in bulk</strong><ol class="ol" id="topic_oxx_1yt_dkc__ol_h4c_gyt_dkc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_oxx_1yt_dkc__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Extension tracking</strong>.</span><p class="p">The Extension tracking page is displayed showing any <a class="xref" href="#topic_qd2_ggm_dkc">URLs that have been
configured for general tasks or agent statuses</a>.</p>
</li>
<li class="li">Select the URLs you want to turn on or off automatic statuses updates
for.<p class="p"><img class="image img-screenshot" id="topic_oxx_1yt_dkc__image_i4c_gyt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_status_update.png" width="800"></p>
</li>
<li class="li">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Status
update</strong>.</li>
<li class="li">Select <strong class="ph b">Turn on status updates</strong> or <strong class="ph b">Turn off status
updates</strong>.<p class="p"><img class="image img-screenshot" id="topic_oxx_1yt_dkc__image_j4c_gyt_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_extension_turn_off.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_fvf_pwt_dkc">
<h2 class="title topictitle2" id="ariaid-title9">Deleting mapped URLs</h2>
<div class="body">
<p class="p">You can delete mapped URLs. </p>
<p class="p" dir="ltr" id="topic_fvf_pwt_dkc__delete_url"><strong class="ph b">To delete mapped URLs</strong></p>
<ol class="ol" id="topic_fvf_pwt_dkc__ol_uxl_3dn_dkc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_fvf_pwt_dkc__d8e276" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Extension tracking</strong>.</span><p class="p">The Extension tracking page is displayed showing any <a class="xref" href="#topic_qd2_ggm_dkc">URLs that have been configured
for general tasks or agent statuses</a>.</p>
</li>
<li class="li">Select the URLs you want to delete.</li>
<li class="li">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Delete</strong>.</li>
<li class="li">Confirm you want to delete the URLs by clicking <strong class="ph b">Delete URL</strong>.</li>
</ol>
</div>
</div>
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