Custom worktime categories in Tymeshift help detail how your agents are using their time, in addition to standard classifications such as “Available” or “On ticket”.
To set up new categories:
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Go to the Tymeshift dashboard.
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Go to Admin > Time Tracking Categories.
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Click Add Category.
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Define a name (ex: “Meeting”, “Training”, “Follow-up manual”).
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Choose whether it will be manually selectable or automatically linked to certain actions.
Once created, you can analyze these times in the reports to understand how team time is being distributed beyond direct support.