Starting and ending your day in the Zendesk WFM time tracker

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

Depending on your account settings, your day may start automatically when you begin working, or you may need to start it manually.

If auto-tracking is activated for you, then Zendesk WFM takes care of time and attendance management for most of your workflows. When you begin working on a ticket, chat, or call, your day automatically starts and you're clocked in. However, if your day starts with a general task, for example a meeting, then you must manually start your day in the Zendesk WFM time tracker by clocking into the task.

If auto-tracking has been deactivated for you then, you must manually start and end your day and track your activities in the Zendesk WFM time tracker. In this case, moving between tabs and views in Zendesk Support will not automatically trigger a new activity event.

This article contains the following topics:

• Starting your day
• Tracking your activity
• Ending your day

Related articles

• Accessing agent schedule

Starting your day

Manually start your day if your schedule begins with non-ticketing work, such as a meeting, or if auto-tracking has been deactivated for you. If your day begins with ticketing work and auto-tracking is activated, you do not need to clock in. Zendesk WFM automatically starts tracking your time as soon as you begin working on a ticket.

When transitioning from ticketing to a general task, such as a break or a team meeting, clock into the general task from the time tracker. Your input helps inform your managers’ data and reporting, ensuring they have a complete view of how your time is spent.

To manually start your day

1. In Zendesk Support, click the WFM time tracker icon () in the upper-right.
2. Select a general task from the menu, or click Start day if your task is not listed.

   

Tracking your activity

When auto-tracking is activated, moving between tabs and views in Zendesk Support automatically triggers a new activity event and you don’t need to manually track your activity.

If task lock is also activated, you can remain clocked into a single ticket or task while opening other tickets. See Using task lock.

If an admin has deactivated auto-tracking, you must track your activities manually using the WFM time tracker.

To manually track your activity

1. In Zendesk Support, click the WFM time tracker icon () in the upper-right.
2. Select a general task from the menu, or click Start day if your task is not listed.
3. When moving between tickets, you can manually select to start tracking a specific ticket by using the Track this ticket button.

When your activity is either a general task or a ticket, you will see the option to stop tracking right below the activity name. Clicking this will change your activity status to Untracked.

Ending your day

It's important to end your day to prevent untracked time from being recorded at the end of your shift. Closing or logging out of Zendesk doesn't clock you out or end your day.

To end your day

1. In Zendesk Support, click the WFM time tracker icon () in the upper-right.
2. Click End day.

Admins can also end your day by using automations.