Tymeshift Workforce Management

Suite Ready

Track, manage, report and see who's working in real time in Zendesk

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Workforce management for the modern age.

Tymeshift is an omnichannel workforce management (WFM) tool that is made exclusively for Zendesk. With a quick setup and intuitive interface, Tymeshift helps customer support teams transparently manage their workforce to make agents more efficient and managers more engaged. To make life even easier, Tymeshift launched a Forecast feature that creates accurate predictions of future contact volumes and shows how many agents are needed to get everything done.

You get the chance to try Tymeshift out for free with a 10-day trial. After that, you can purchase licenses starting as low as $5/month each.

Key features:

  • Forecast: predict your future contact volumes across all channels and know how many agents you'll need. You can even adjust volumes and staffing parameters to match your plans.
  • Time & attendance: automatically track time spent on Zendesk tickets, chats, and calls. Track your agents Zendesk Talk states and create custom AUX states for lunch, breaks, and other activities.
  • Real-time monitoring: see what your entire team is doing in real time and across all channels.
  • Occupancy & utilization: understand what percentage of time agent’s spend working on their core support activities.
  • Scheduling: fast and easy! Create detailed intraday schedules and view staffing across all channels. Even better - agents can view their schedule without ever leaving Zendesk.
  • Schedule adherence: understand how well your agents are adhering to their schedules by overlaying their actual activity vs. expected schedule or via a percentage score.
  • Agent scorecards: transparency boosts productivity! Make custom scorecards for your agents with the metrics that matter to your organization. Agent’s can check their scorecard right inside of Zendesk.
  • Notifications: configure custom rules and get alerted when things are going awry. Notify team leads at their emails, chrome or Slack, when an agent logs in late or if they’re in an idle state for too long.

Check out our quick product overview!

We're proud to help our customers tackle their WFM challenges!

“The biggest impact of Tymeshift has been the new trust that’s been fostered by the service: it gave transparency to me as a direct team leader on what’s going on in the team. It gives management a better idea of the team’s performance on KPIs. It gives the agents more transparency on their own performance. It’s been a huge win for us.”

Brady Gillerlain, Customer Experience Manager at Spokeo

Any questions? We’ve got a team of WFM Warriors that are always ready to help — hit them up at hello@tymeshift.com.

We host regular webinars where we deep dive into Tymeshift at tymeshift.com/webinars.

Are you using Zendesk Chat?

You can install the Tymeshift for Zendesk Chat App here here. It lets you track your agent’s chat activity - don’t worry it’s linked to your Tymeshift account, so all of your tracking data stays in one place.

App details

Author
Tymeshift
Version
6.20
Price (USD)
Free

Apps install directly into your account.

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