Top 10 Questions
Q1: New user didn't receive a welcome email
A: Provide the workspace URL (e.g., acme.ag.prodoscore.com) and their email. Have them use "Forgot Password" to set a password and log in. Check spam/junk folder for the welcome email.
Q2: Where do I find my workspace name?
A: Look at the URL in your browser when logged in — the text before .ag.prodoscore.com is your workspace name (e.g., "acme" from acme.ag.prodoscore.com). It's also in your original welcome email.
Q3: "Subscription Expired" message on login
A: Your subscription has lapsed. Contact your Prodoscore admin or support@prodoscore.com to renew immediately.
Q4: How is productivity calculated?
A: Active time spent on apps/URLs marked as "Productive" in your Productivity Rules. Idle time (no activity) does not count as productive even if a productive app is open. Formula: (productive_duration / active_duration) * 100 = productivity %
Q5: What does the airplane icon mean in Livestream?
A: The employee is offline (not currently active on their device). No connection to the server at that moment.
Q6: How do I get a productivity report?
A: Navigate to Reports > Productivity Report. Select date range, apply team/user filters, and download as CSV.
Q7: Can employees see their own data?
A: Yes. Standard-role users have a personal dashboard showing their own attendance, productivity, activity, apps/URLs, and wellness data. Managers see team data; employees see only their own.
Q8: Does Desktop Connect track private messages?
A: No. Prodoscore tracks that Slack/Teams is open and for how long — not the content of messages. Private message text is never read or stored.
Q9: What if MyZen isn't appearing in Activity Monitor (Mac)?
A: For standard mode, log out and log back in. For stealth mode, perform a lock/unlock (Control+Command+Q) or restart. The agent should then appear in Activity Monitor as "zs".
Q10: How do I upgrade my plan?
A: Log in > Settings > Billing/Subscription > Upgrade Plan. Or contact support@prodoscore.com for custom plans.
