What is Agent Time Tracker?

To track agent activities throughout the day like, time spent on Ticket, Meetings, Break and the number of tickets Resolved, Visited, Attempted. We can even track the average Response Time and Current Status of the Agent.

 

Problem

It is very difficult to identify currently what all agents are doing like

• How many of them are  in break, meeting or any other activity.
• How many of them are working on tickets?
• How much time they were Productive and Non-Productive in their working hours.
• What is the overall Performance of all agents in a day?

 

Solution

Agent Time Tracker is a Marketplace App that helps support teams  to track the everyday activity of agent with a clean, simple interface which requires no training for the user to use. Agent Time Tracker gathers all the information about an agent and provides consolidated reports  where they can view that information.

 

Key Features

• Ticket tracker:  Track each and every activity done by the agent in the ticket details page.

• Agent status:  Agent status will give the current status of his activity like whether he is in a meeting, break or working on a ticket. This information will be displayed in the dashboard. We can filter these information based on Activity and Group.

• Agent details:  An agent can see their day's activity like, what they did and how much time they spent on each activity in the last 30 days. The admin has the privilege to see any agent activities for the last 30 days.

• Activity tracker:  Activity tracker allows the agent to select his current activity like interview, meeting, break, etc. He can manually feed these data (start or end of the activity) from the dashboard.

• Daily accout activity:  To track overall agent activities throughout the day like, total time spent on Ticket, Meetings, Break and the number of tickets Resolved, Visited, Attempted. Even we can track the attendance, average Response Time and Current Status of the Agent.

• Reports: Admin will get the weekly report of all agents and their activities through Email.