About the Agent activity page

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<p id="docs-hc-snippet" style="display: none;">The Agent activity page in Zendesk Workforce management (WFM) helps you visualize the time agents spend throughout the day in different workstreams, general tasks or unified agent statuses, and untracked or idle time.</p>
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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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<div class="body">

<p class="p">The Agent activity page in Zendesk Workforce management (WFM) helps you visualize the time agents
spend throughout the day in different workstreams, general tasks or unified agent statuses,
and untracked or idle time.</p>
<p class="p">WFM activity tracking is linear and sequential. At any given time, an agent can have only one
activity. Use this page to compare agents’ current activities with their scheduled tasks. You
can also monitor adherence percentages and review agent productivity through the points agents
earn 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 and filtering the Agent activity
page</a></li>
<li class="li"><a class="xref" href="#topic_ub5_whd_tzb">Monitoring agent 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>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10797930473370" target="_blank">Best practices and tips for tracking agent activity in WFM</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 an
agents' day starts with a task or status other than ticketing work, such as a meeting, you
can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">create general tasks</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent statuses</a> for them to clock in manually.</p>
<p class="p">All activities that agents perform in Zendesk are automatically tracked. The Agent activity
page displays activity by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">workstream</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">untracked</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__idle_time" target="_blank">idle time</a>.</p>
<p class="p">Tracked activity includes points attributed to agents for ticketing work. Points are
metrics that measure agents’ ticketing activity. For example, an agent earns an <em class="ph i">attended
point</em> when they change a ticket’s status. 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, an agent’s assigned points appear in their productivity
timeline. 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 and filtering the Agent activity page</h2>
<div class="body">
<p class="p">The Agent activity page provides real-time monitoring to help you make informed workforce
allocation decisions and quickly address activity issues. In addition to the current day’s
activity, you can review past days to analyze and correct agents’ activities, habits, and
patterns.</p>
<p class="p">You can filter 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/4408828237722" target="_blank">Zendesk default groups</a>, or<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">team</a>.</p>
<div class="p">
<strong class="ph b">To access and filter the Agent activity page</strong><ol class="ol" id="topic_bm2_k2d_tzb__ol_yrr_p5y_fkc">
<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_bm2_k2d_tzb__d8e21" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">
<strong class="ph b">Monitoring</strong> in the sidebar, then select <strong class="ph b">Agent activity</strong>.</span></li>
<li class="li">In the left sidebar, click the menu and select a viewing option:<p class="p"><img class="image" id="topic_bm2_k2d_tzb__image_my3_pwy_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tymeshift_agent_activity_grouping.png" width="200"></p>
<ul class="ul" id="topic_bm2_k2d_tzb__ul_tpr_rxy_fkc">
<li class="li">You can view all agents or filter them 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/4408828237722" target="_blank">Zendesk default group</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">team</a>.</li>
<li class="li">Collapse or expand folders to view specific agents.</li>
<li class="li">You can also enter an agent’s name or email address in the search bar to find a
specific agent.</li>
</ul>
</li>
<li class="li">Use the date picker to view activity from a previous day. <p class="p">By default, the Agent
activity page displays activity for the current day.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ub5_whd_tzb">
<h2 class="title topictitle2" id="ariaid-title4">Monitoring agent activity</h2>
<div class="body">
<p class="p">You can monitor an agent’s activity in more detail and view what they’re scheduled for,
what they’ve been working on, and their productivity.</p>
<p class="p">Agent adherence is based on an agent’s activity compared with their scheduled task for that
period. To remain adherent, agents must work on their scheduled task.</p>
<div class="note important">
<span class="importanttitle">Important:</span> Agents must have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194#topic_pvq_cs5_zzb" target="_blank">generated schedule</a>. Without one, they’re always 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">Find the agent whose activity you want to view, then click their name.<p class="p">The agent’s
activity details expands. </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>
<p class="p">You can view their schedule, adherence status and percentage, talk
state, and productivity.</p>
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agents status synchronization</a> is enabled, you can also
view agents’ status and availability.</p>
</li>
<li class="li">Hover over an entry to view additional information.<div class="p">You can take the following
actions:<ul class="ul" id="topic_ub5_whd_tzb__ul_x1x_1py_fkc">
<li class="li">View the workstreams or general tasks the agent clocked into.</li>
<li class="li">View the ticket ID the agent clocked into.</li>
<li class="li">View the start and end time of any entry.</li>
<li class="li">View the duration the agent spent on a ticket.</li>
<li class="li">View <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6676772528026" target="_blank">chrome extension activities</a>.</li>
<li class="li">View the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_ocb_3n4_52c" target="_blank">points</a> the agent received while handling a
ticket.</li>
<li class="li">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329357210" target="_blank">task lock</a> is enabled, track the time the
agent spent locked into a task. <p class="p">These tasks appear with diagonal
lines.</p>
<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_lhm_rpy_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tymehsift_agent_activity_task_lock.png" width="300"></p>
</li>
<li class="li">Troubleshoot tickets marked as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#topic-1__no_workstreams" target="_blank">No Workstream</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#topic-1__multiple_workstreams" target="_blank">Multiple Workstreams</a>. <p class="p">These entries
appear in black.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> For 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>
</li>
<li class="li">Analyze gaps in an agent's activity timeline. <p class="p">Gap entries appear in light gray
and usually don’t include additional details because no activity is associated
with that period.</p>
<div class="note tip">
<span class="tiptitle">Tip:</span> To investigate a gap, expand the agent’s
record and review their status, schedule, and adherence timelines for that
period.</div>
<div class="p">Gaps typically indicate one of the following:<ul class="ul" id="topic_ub5_whd_tzb__ul_udr_1dz_fkc">
<li class="li">The agent started a new shift after ending the previous one, sometimes on
the same day.</li>
<li class="li">An activity was manually deleted or edited.</li>
<li class="li">The agent's status changed without an associated ticket or mapped activity,
for accounts with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status synchronization</a>
enabled.</li>
</ul>
</div>
<div class="note note">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906" target="_blank">Managing tickets in bulk</a> or using the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/?_gl=1*7vyh05*_ga*NTA3MTQ5MzIyLjE3NzIwMDg0MTg.*_ga_0G6FC9CS2V*czE3NzIxOTg5NzMkbzIkZzEkdDE3NzIyMDQzMjAkajIwJGwwJGgw#update-many-tickets" target="_blank">Update Many Tickets</a> API endpoint can cause
some actions to go untracked, resulting in missing agent activity
records.</div>
</li>
<li class="li">View the agent’s user summary in the right-side panel.<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_bng_2sy_fkc" 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 the agent's
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</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">It also includes the
agent’s talk states, productivity breakdown, and points. </p>
<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_dhc_hsy_fkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_activity_user_summary_2.png" width="200"></p>
<div class="note tip">
<span class="tiptitle">Tip:</span> To hide a point type
from the productivity timeline, hover over its value in the summary and click
<strong class="ph b">Hide</strong>.</div>
</li>
</ul>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_yqp_wv3_dcc">
<h2 class="title topictitle2" id="ariaid-title5">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-title6" class="topic nested1" id="topic_css_zf5_ngc">
<h2 class="title topictitle2" id="ariaid-title6">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>
</div>
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