Seamless integration between Planday, a leading Workforce Management (WFM) solution and Zendesk

The Planday Connector by iMovo helps you integrate Planday, a leading Workforce Management (WFM) solution, with Zendesk Support to give you a comprehensive agent tracking package. Provide managers with a 360° view of agent activities, allowing easy reporting, monitoring and enabling better scheduling. Agents have access to easily log time against tickets, set their current status, and view their logged time for the day, without ever having to leave the Zendesk Support interface. 

 

Agent 360°

Agent data resides both in Zendesk and Planday. With Agent 360° you have the ability to monitor, control and report on agent information and activity, while ensuring that agent data is synchronised between the two applications.

Time Tracking

An accurate time tracking solution that automatically and in a non-obtrusive way, tracks all of the time agents spend in Zendesk, comparing the scheduled work against what was actually completed.

Agent Activity and Insights

Managers have full visibility on their agents' actions and are able to compare time spent by their agents on Zendesk against their schedules and breaks allowance on Planday.  

 

FEATURES

AGENT TIME TRACKING: Smart and automated timelog keeping on ticket activities

SYNC AGENTS BETWEEN PLANDAY & ZENDESK: Integrate agent information between systems

PLANDAY SCHEDULE UTILIZATION: Compare actual schedule against time spent on Zendesk

TRENDS REPORT: Analyze different metrics to identify trends based on time

CUSTOMIZE TIME: Agents can manually add or remove time before submission

AGENT ACTIVITY: View the latest timelog or break entries by your agents

MONITOR BREAKS: Log and report on agent breaks

ADVANCED EXPORTS: Export charts and reports in xlsx, csv, json, pdf, jpg & png 

 

For more information visit our website: https://plandayconnector.com/.