Talk+

This is a legacy feature that is no longer available for customers who signed up for Tymeshift after July 27th, 2022.

Talk+ is an inclusive bundle of features for organizations that are looking for deeper data syncing between tymeshift and Zendesk Talk as well as additional automations and tracking. 

Customers can now access more Talk metrics and Talk States information in tymeshift, for both historical and real-time data. Additionally, tymeshift will now automatically sync Talk States between platforms reducing duplication of effort.

Note: Talk+ is available for Enterprise accounts using Zendesk Talk.

With Talk+ you get to:

• Track Talk States
• Sync Talk States with tymeshift
• View States Dashboard
• Analyze Talk metrics

Track Talk States

Talk State Tracking allows you to track the time agents spend throughout the day in each Zendesk Talk State. It is available in Agent Activity where you will be able to monitor all your agents' Talk States throughout the day. These states include Available, On Call, Wrap-Up, Away, Transfer Only, and Offline.

To see Talk States in Agent Activity click on the phone icon  right on top of your agents' timeline (it will be visible only if the agent actually tracked time on talk tasks):

Note: we get the Talk States data from Zendesk's API every two minutes.

Sync Talk States with tymeshift

Once set up, this feature allows you to sync tymeshift General Tasks with Talk states. 

From now on, once an agent clocks into any of the General Tasks associated with Talk States these will automatically sync with Zendesk Talk. No double steps needed!

In order to sync Tymehsift and Talk, setup your General Tasks to match the Talk State you'd like them to be associated with:

1. Go to Admin . 
2. Click on General Tasks.
3. Identify the General Task you wish to associate to a specific Talk State.
4. Pick a Talk State from the drop down list:
   
   • No Change - is set by default. Use this option if you want for Talk State to remain as is when an agent clocks into the associated General Task.
   • Away
   • Online
   • Offline

Example: agents won't need to update their Talk state in two places!

View States Dashboard

Part of Talk+, the States Dashboard provides in real-time (in tandem with Who's Working) a high-level view of current states that agents are currently working in. Divided into 3 types of states (Talk, Occupied, Unoccupied), it gives you a more precise view of the states of currently clocked-in agents and allows you to better distribute your Team workflow.

Analyze Talk metrics 

Access more Talk metrics for reporting right within your Summary Report:

• Average Handle Time Voice
• Wrap Time
• Available Time
• Unavailable Time
• Talk Time
• Logged in Time
• Hold Time
• Inbound Calls
• Accepted Calls
• Denied Calls
• Missed Calls
• Missed Calls %
• Average Call Time (Inbound)
• Average Wrap Per Call
• Away Time
• Up Time %