Objective

Use recorded time-tracking updates and public-reply events as evidence when reviewing an agent’s activity for a selected day.

Environment

  • You have view access to Monitoring.
  • The agent has timeline data for the day you are reviewing. AHT entries require Zendesk Time Tracking capture to be configured. An administrator can set it up in How To Configure Zendesk Time Tracking For AHT.

Resolution

  1. Open Monitoring → Agents, find the agent, and expand the row to open Agent Activity.
  2. Confirm the date and timezone shown for the timeline. The event markers are positioned using the agent’s profile timezone when available, or your user timezone otherwise.
  3. Review AHT Timeline. Each marker represents a Zendesk Time Tracking update, not a per-ticket average. Open a marker to read its logged duration or correction, timestamp, ticket, channel, ticket status, and attribution source. The total beside the timeline is time recorded for the displayed day.
  4. Review Comments Timeline. Each marker represents a public staff reply. Open it to see the timestamp, ticket, and channel; reply text and internal notes are not displayed. Compare the markers with the Agent State Timeline, Work Item Timeline, and published schedule for the same time window.
    Compare the AHT and Comments Timeline markers with the agent state and work-item timelines. Agent names and initials are anonymized.
  5. Use the event times to confirm that recorded updates or public replies occurred during the activity you are reviewing. For a schedule comparison, see How To Compare Live Activity With The Schedule.
  6. If expected markers are missing, confirm the date, timezone, and event scope. For missing AHT entries, ask an administrator to check Zendesk Time Tracking setup and ticket data capture. AHT capture begins after configuration and does not backfill earlier entries.
    Note: Missing markers do not prove inactivity

    The Comments Timeline records public staff replies, while AHT markers depend on captured Zendesk Time Tracking updates. Neither timeline represents every action an agent took.

These timelines provide evidence of specific recorded events. They do not show every action or prove continuous work between markers.