Tymeshift Workforce Management

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.

Key features:

• Time & attendance: automatically track time spent on Zendesk tickets, chats, and calls. 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 a team lead when an agent logs in late or if they’re in an idle state for too long.

• Forecasting: plan for the future by forecasting the number of contacts you can expect across all channels and how many agents you’ll need to handle them.

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. 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.