About the Agent activity page

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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">The Agent activity page helps you track and analyze agent productivity and adherence by visualizing their daily tasks and time allocation. You can monitor workstreams, general tasks, and untracked time, and export data for deeper analysis. This feature aids in workforce planning, performance evaluation, and identifying trends or areas for improvement.</p>
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<p class="p">The Agent activity page in Zendesk Workforce management (WFM) helps you visualize the time agents
spend in different <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstreams</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">untracked time</a> throughout the day. Use this page to
see what agents are working on compared to what they’re scheduled for. You can also monitor
adherence percentage and visualize agent productivity by viewing the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c" target="_blank">points</a> agents receive while handling tickets.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_hsv_2zh_hzb">
<li class="li"><a class="xref" href="#topic_evy_c2d_tzb">Understanding agent activity
tracking</a></li>
<li class="li"><a class="xref" href="#topic_bm2_k2d_tzb">Accessing the Agent activity
page</a></li>
<li class="li"><a class="xref" href="#topic_ey3_5hd_tzb">Viewing and filtering agent
activity</a></li>
<li class="li"><a class="xref" href="#topic_ub5_whd_tzb">Monitoring agent's activity</a></li>
<li class="li"><a class="xref" href="#topic_yqp_wv3_dcc">Exporting agent talk activity
statuses</a></li>
<li class="li"><a class="xref" href="#topic_css_zf5_ngc">Exporting agent activity</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<ul class="ul" id="topic-1__ul_tgr_qdd_tzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6487941570970" target="_blank">Managing agent activity</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_evy_c2d_tzb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding agent activity tracking</h2>
<div class="body">
<p class="p">Agents are automatically clocked in when they start their first activity of the day. If
agents' days start with a task other than ticketing work, such as a meeting, you can create
general tasks for them to manually clock into. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">Creating Zendesk WFM general tasks</a>.</p>
<p class="p">All activities agents perform in Zendesk are automatically tracked. Their activity is
displayed on the Agent activity page and is separated into workstreams, general tasks, and
untracked time. </p>
<p class="p">The tracked activity includes the points attributed to agents for ticketing work. Points
are metrics that measure agents’ ticketing activity. For example, an agent receives an
<em class="ph i">attended point</em> when they change the status of the ticket. Learn more about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c" target="_blank">point metrics</a>.</p>
<p class="p">On the Agent activity page, the points attributed to agents are displayed in their
<em class="ph i">Productivity</em> timelines. See <a class="xref" href="#topic_ub5_whd_tzb">Monitoring an agent’s activity</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bm2_k2d_tzb">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the Agent activity page</h2>
<div class="body">
<p class="p">The Agent activity page provides real-time monitoring that can help you make informed
decisions about allocating your workforce and quickly correct activity. In addition to the
day’s activity, you can access past days to analyze and correct agents’ activities, habits,
and patterns.</p>
<p class="p"><strong class="ph b">To access the Agent activity page</strong></p>
<ul class="ul" id="topic_bm2_k2d_tzb__ul_tpn_q2d_tzb">
<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 the agent folder (<img class="image" id="topic_bm2_k2d_tzb__d8e21" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Agent
activity</strong>.</span></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ey3_5hd_tzb">
<h2 class="title topictitle2" id="ariaid-title4">Viewing and filtering agent activity</h2>
<div class="body">
<p class="p">View groupings of agents by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">location</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">Zendesk group</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">team</a>. You can also view all agents. </p>
<p class="p"><strong class="ph b">To view agent activity</strong></p>
<ol class="ol" id="topic_ey3_5hd_tzb__ol_csl_p3d_tzb">
<li class="li">
<a class="xref" href="#topic_bm2_k2d_tzb">Access</a> the Agent activity
page.</li>
<li class="li">In the left sidebar, click the menu and select a viewing option.<p class="p"><img class="image" id="topic_ey3_5hd_tzb__image_dth_r3d_tzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tymeshift_agent_activity_grouping.png" width="200"></p>
</li>
<li class="li">Filter agents with the following options:<ul class="ul" id="topic_ey3_5hd_tzb__ul_ibl_53d_tzb">
<li class="li">Collapse or expand the folders to view only certain agents.</li>
<li class="li">Search for agents, groups, teams, or locations. Enter an agent's name or email in
the search bar to find a certain agent.<p class="p">Alternatively, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354534554" target="_blank">Zendesk WFM Quick Switcher keyboard shortcuts</a> to quickly
find an agent. </p>
</li>
<li class="li">Use the date picker to view a previous day's activity. By default, the Agent
activity page displays activity for the current date.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ub5_whd_tzb">
<h2 class="title topictitle2" id="ariaid-title5">Monitoring agent’s activity</h2>
<div class="body">
<p class="p">You can monitor an agent’s activity more closely and view what they’re scheduled for, what
they’ve been working on, and their productivity.</p>
<div class="note note">
<span class="notetitle">Note:</span> Agents must have a generated <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194" target="_blank">schedule</a>. If an agent doesn't have one, they'll always be out of
adherence, which affects overall team adherence.</div>
<p class="p"><strong class="ph b">To monitor an agent’s activity</strong></p>
<ol class="ol" id="topic_ub5_whd_tzb__ol_rxv_jjd_tzb">
<li class="li">
<a class="xref" href="#topic_bm2_k2d_tzb">Access</a> the Agent activity
page.</li>
<li class="li">
<a class="xref" href="#topic_ey3_5hd_tzb">Find the agent</a> whose activity you
want to view, then click their name.<p class="p">The agent’s activity expands. You can view their
schedule, adherence, adherence percentage, talk state, and productivity.</p>
<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_lzx_mjd_tzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_activity_producitivity.png" width="750"></p>
</li>
<li class="li">Hover over an entry to view additional information, such as the workstreams the agent
clocked into, the ticket ID, the start and end time of the entry, the duration the agent
spent on a ticket, and the points the agent received while handling a ticket.<p class="p">Entries
displayed in black indicate either a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#topic-1__no_workstreams" target="_blank">No Workstream</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#topic-1__multiple_workstreams" target="_blank">Multiple Workstreams</a> status. </p>
<div class="note note">
<span class="notetitle">Note:</span> To
troubleshoot issues with tickets marked as No Workstream that you believe meet a
workstream condition, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6947927377818" target="_blank">Why do I see some agent activity entries in black?</a>.
</div>
<p class="p">If you've activated <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329357210" target="_blank">task lock</a>, you can track the time that agents spend locked
into a task. These tasks appear as a diagonal line in the agent's activity.</p>
<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_ojq_qmd_tzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tymehsift_agent_activity_task_lock.png" width="300"></p>
</li>
<li class="li">Use the right panel to view the <strong class="ph b">User summary</strong> for the agent.<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_vys_vmd_tzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_activity_user_summary.png" width="200"></p>
<p class="p">The summary includes their activities separated into <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__paid_time" target="_blank">paid time</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__unpaid_general_task_time" target="_blank">unpaid time</a>.</p>
<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_oqt_xmd_tzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_activity_user_summary_2.png" width="200"></p>
<p class="p">The summary also includes the agent’s talk states and productivity
breakdown, which includes the agent’s points. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#Assigned%20Point" target="_blank">point metrics</a>.</p>
</li>
<li class="li">To hide certain points from the Productivity timeline, hover over a points value in the
Summary and click <strong class="ph b">Hide</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_yqp_wv3_dcc">
<h2 class="title topictitle2" id="ariaid-title6">Exporting agent talk activity statuses</h2>
<div class="body">
<p class="p" dir="ltr">You can export agents’ talk activity statuses to a comma-separated values (CSV)
file.</p>
<p class="p" dir="ltr">By exporting data on agents' talk statuses durations into a spreadsheet, you can
analyze how your agents allocate their time, pinpoint areas for improvement, and tailor
insights to their specific needs. </p>
<p class="p" dir="ltr">The exported file reports on the tracked duration an agent spends in each state:
Online, Offline, Transfers Only, Away, On a Call, and Wrap Up for a selected day. </p>
<p class="p" dir="ltr">The generated report can also help you identify patterns in agent behavior over
time. You may uncover trends like frequent Away periods or constant switches to Transfers
Only state. </p>
<p class="p" dir="ltr">These insights can be leveraged to optimize operations and enhance agent
efficiency.</p>
<p class="p" dir="ltr"><strong class="ph b">To export agent talk activity</strong></p>
<div class="p">
<ol class="ol" id="topic_yqp_wv3_dcc__ol_lg3_bx3_dcc">
<li class="li">
<a class="xref" href="#topic_bm2_k2d_tzb">Access</a> the Agent activity
page.</li>
<li class="li" dir="ltr">Select a past day or the current date for your export.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Export CSV</strong> in the top-right corner and select <strong class="ph b">Export Talk
activity</strong>. <p class="p">
<img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_export_talk_activity_button.png" width="600"></p>
</li>
<li class="li">Check your inbox for an email with the link to download the CSV export of your agents’
talk activity for the selected date. <p class="p" dir="ltr">The CSV file is accessible only
through this secure link and expires after 30 days.</p>
</li>
</ol>
</div>
<p class="p" dir="ltr">The report contains the following information about each agent's status:</p>
<ul class="ul" id="topic_yqp_wv3_dcc__ul_kyv_y1j_dcc">
<li class="li" dir="ltr">Agent name</li>
<li class="li" dir="ltr">Agent email</li>
<li class="li" dir="ltr">Status name</li>
<li class="li" dir="ltr">Start time</li>
<li class="li" dir="ltr">End time</li>
<li class="li" dir="ltr">Duration</li>
</ul>
<p class="p"><img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_talk_activity_csv.png" width="600"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When exporting talk activity data for the current day, the request will display the
start time of each agent's status at the time of export. However, it will not include an
end time or duration for ongoing statuses.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_css_zf5_ngc">
<h2 class="title topictitle2" id="ariaid-title7">Exporting agent activity</h2>
<div class="body">
<p class="p" dir="ltr">Export agents’ activity timelines to a CSV file. This export includes detailed
entries of an agent’s day, such as workstreams, general tasks, and untracked time. It
provides a structured view of time allocation for deeper analysis outside of the WFM
interface. </p>
<p class="p" dir="ltr">These insights can be leveraged to optimize workforce planning and analysis, such
as identifying bottlenecks, unproductive periods, or excessive untracked time. They can also
support compliance and auditing, such as verifying activity logs against schedules and
internal policies. Additionally, these insights facilitate performance evaluations by
comparing time distribution trends across agents.</p>
<p class="p"><strong class="ph b">To export agent activity</strong></p>
<ol class="ol" id="topic_css_zf5_ngc__ol_zxy_2h5_ngc">
<li class="li">
<a class="xref" href="#topic_bm2_k2d_tzb">Access</a> the Agent activity
page.</li>
<li class="li" dir="ltr">Select a past day or the current date for your export.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Export CSV</strong> in the top-right corner and select <strong class="ph b">Export agent
activity</strong>. <p class="p">
<img class="image" id="topic_css_zf5_ngc__image_kz4_hh5_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_export_talk_activity_button.png" width="600"></p>
</li>
<li class="li">Check your inbox for an email with the link to download the CSV export of your agents
activity for the selected date. <p class="p" dir="ltr">The CSV file is accessible only through this
secure link and expires after 30 days.</p>
</li>
</ol>
<div class="p">The report contains the following information about each agent:<ul class="ul" id="topic_css_zf5_ngc__ul_p1v_b35_ngc">
<li class="li" dir="ltr">Agent name</li>
<li class="li" dir="ltr">Agent email</li>
<li class="li" dir="ltr">Activity name</li>
<li class="li" dir="ltr">Activity locked</li>
<li class="li" dir="ltr">Activity type</li>
<li class="li" dir="ltr">End time</li>
<li class="li" dir="ltr">Duration</li>
</ul>
<img class="image" id="topic_css_zf5_ngc__image_q1v_b35_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_activity_csv.png" width="600">
</div>
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