Assembled has built a Chrome extension for tracking agent states on Zendesk as an alternative to the previous time tracker, which is embedded in Assembled's Zendesk app.
How Zendesk time tracking with the Chrome Extension works
When enabled, the Chrome extension becomes the primary source for detecting Zendesk activity. The extension reports agent activity directly to Assembled, which is then used for adherence tracking and reporting.
The extension determines the agent's state by observing the presence and focus of *.zendesk.com/* URLs and classifies activity into the following states:
- Offline
- Online (Not Zendesk)
- Online (Zendesk Dashboard)
- Online (Ticket)
Example: If the agent is on https://assembledsupport.zendesk.com/agent/tickets/12345, the extension will report the agent's state as Online (Ticket).
We recommend that agents pin the extension so that its icon is always visible.
Note: The extension can only send data to Assembled's servers if the agent is currently logged into the Assembled web application at https://app.assembledhq.com. If the agent's session expires, the extension will no longer be able to report states. When this occurs, if the agent has one or more tabs open to *.zendesk.com/*, Chrome will send a notification and the extension icon will display a red indicator.
Reporting
On the Agent Scorecard, an additional row titled "Activity tracker for Zendesk" will appear, reflecting the agent states captured by the Chrome extension.
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