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Improve time tracking and insights
Accurate time tracking
Insightful evaluation
Managers can now gain a deeper understanding of how agents spend their time. This detailed evaluation allows them to pinpoint areas for improvement, whether it’s handling specific kinds of requests or optimizing response times. Integration acts as a strong coaching tool, supporting higher communication and understanding between employers and employees.
A tool for continuous improvement
Coaching and counseling
Integration is not just about time tracking; was designed as a training tool. Managers can discover agents who is probably not performing as much as par and supply them with the essential guidance to enhance. This approach ensures that agents receive targeted support to extend their performance.
Learning curve for managers
While integration is straightforward for agents, the true challenge lies with managers and analysts. Extracting and analyzing data takes a learning curve, however the insights you gain are well worth the effort. Appropriate training and familiarization with the tool can significantly increase its effectiveness.
Discover top performers with Zendesk integration
Key metrics for top performers
Comprehensive productivity evaluation
The mixing allows for detailed comparison of metrics reminiscent of tickets per hour in Zendesk versus tickets per hour for time worked. This helps in accurately identifying production agents and understanding their workflow.
Idle time tracking
Managers can track idle time and assess whether agents are spending time in productive locations. This holistic view helps differentiate between agents who need assistance and people who is probably not fully engaged of their tasks.
Replicating success and reducing friction
Highest performance replication
With a transparent understanding of what makes the most effective employees successful, managers can replicate these practices throughout the team. Integration helps reduce friction between agents and tools, ensuring smoother workflows and greater efficiency.
Targeted coaching
Understanding the causes of performance differences is essential. Integration helps determine whether agents are struggling attributable to ignorance or other challenges. This information allows for targeted coaching, which ultimately results in greater success for your complete team.
Application
Andy is a technology and marketing leader who has delivered award-winning and world-first experiences.