We're focusing on new things
No need to worry; you'll still have access to this feature, but unfortunately, we can no longer support Productivity Report after 1st of August 2023. The good news, though, we're replacing it with new and improved features that will be even better. This feature will be replaced by Reports. If you have any questions, do not hesitate to contact firstname.lastname@example.org.
IMPORTANT: This is a legacy feature that is no longer available for customers who signed up for Tymeshift after July 27th, 2022. The functionality of this feature is now available in Custom Reports.
Your Productivity Report allows you to view productive ticket activity (meaning specific action was taken) from your agents or agent groups quickly. The report includes the following metrics:
You can easily access it by clicking on Reports , and choosing the Productivity Report. Once you have accessed the Productivity Report, you will be able to do the following:
When you access this report, you will be able to search using different criteria:
- Time Period: you can choose to filter by date or a specific time period per your preferences
- Agent Name
- Specific Ticket number
- Productivity Metric
- Agent Name
- Agent View
Note: if you chose to filter your report by a specific group, the value of productivity points will show the sum of the tickets that agents belonging to the selected group acumulated across all groups.
Once you run a report for a specific timeframe, you will be able to do the following:
- Click on any Ticket # to open that ticket in Zendesk.
- Export any report as a .csv by clicking the CSV button on the top right of your screen.
Note: the exported file will appear within your downloaded files.