Agent "Total Online Time" reporting.

Geplant

114 Kommentare

  • Offizieller Kommentar
    John Costello
    Zendesk Product Manager

    Hi all, 

    We have some exciting news to share. Our new Live Agent Status Drill-in feature will be released on Wednesday June 8th.

    Check out my recent comment on the following announcement page for all the details !


    Regards

    John Costello 

    Explore Product

  • Diana

    Zendesk, please arrange for this metric to be able to be gathered and reported on, asap. It is extremely important for monitoring the simple but important stats of:

    1) How long agents were Online on phones each day (to be able to be used to to compare with their clocked-in times via our time clocks)

    2) How long agents are actually "Online" on phones vs. just ticking the "Away" button and slacking off. 

    This should have been one of the very first things you built into your Talk reporting, so that we can keep on top of our agents' commitment to phone availability. At the very least, it should be put at the top of your to-do list now please.

    10
  • Steve Ross

    I agree with all the previous comments and believe this is the 2nd or 3rd thread that I've commented on about this. We've been looking for this for well over a year before Explore was even around.

    Until recently, the best chance you had to get a number was to 'screen scrape' the Talk Dashboard just before midnight (or after COB for call centers that closed) you would then have "Online Time" and know that it was a total of Available Time + Talk TIme + Wrap Up Time + Conf Time, and everything else was "Offline Time" and therefore unavailable to help a customer.

    When the new "Away" status was introduced we saw an immediate spike in the numbers, we knew something was different. "Online Time" now included "Away" time as well as all the previous times, however, there was not a new column added in the dashboard to quickly see or "scrape" that time off so we could calculate it. 

    Ideally, we need to be able to see  Offline/Away time so we can count that as unproductive time towards phone customers, and we need to see everything else as productive time.

    I also agree that multiple reason codes, or better yet, a simple ability to customize our 'unavailable' codes would be a huge benefit. Codes available in past lives included "break", "lunch", "meeting", "coaching", "training", "away". Once we get those, having thresholds available in the dashboard would be the next step to helping us get a global view of what is happening in the minute. 

    8
  • Jason Martin

    Hi Nicole,

    Couple things I would really like to see in regards to this is a count and duration of when agents go into 'away' as there is currently no way to track this. I fear that we may have some agents that are going into 'away' status to lower their ACW and with no way of properly tracking this, it is leaving a huge gap in reporting needs.

    5
  • David Garceau

    I was at the Zendesk Showcase in Dallas today and had a conversation with Mark Woolen and Martin Doettling about this topic. Martin said that it was definitely a known concern and that it was on their radar screen to be made available in Explore but I didn't get much of a timeline as to when that might be.

    4
  • Tom Skjønsberg

    We need this for chat as well. I can use the CSV files from chat analytics to get the time spent in different statuses, but the whole point of having Explore is to have all the metrics in an easy to use dashboard for reporting. Really hoping this will be available soon.

    4
  • Niels

    A +1 from my side as well; would like to have a simple metric of "hours online" or "available" in Support

    4
  • Stefan Diasti

    With the impacts of COVID-19 requiring our team to work from home, this is even more of a necessity to run our business. It is mind boggling that Zendesk has sat on this for so long without any response or release to address a fundamental need that their customers have clearly outlined and indicated as critical. 

    4
  • David Garceau

    Hello ZENDESK, is anyone there paying attention to this need????

     

    To everyone on this thread, please CALL and EMAIL your rep and ask them for an answer.

    I will  be following up on it today and if enough of us actually call them and email our reps directly they might take notice. 

     

    This is even more important now than it has ever been!!!

    Thank you 

    4
  • Anastasia Kachanova

    Karen Hynes i'm sorry but your "explanations" on the situation are unprofessional and ridiculous. 

    You were promising us last year that this future will be implemented in Q1,Q2,Q3, Q4

    Can you imagine that whenever you give us this false information - we inform our stakeholders accordingly and at the end after 250 comments from your customers in both threads and 5 years of "gathering feedback", planning and giving empty promises you are unable to launch this basic and vital reporting. 

    Why this will be launched as EAP? Do you plan to launch this as another paid add-on??

    4
  • Trent Blakeley

    I completely agree and find a necessity for creating productivity reports to see how productive and efficient an employee is. 

    3
  • Tina Gass

    I agree.  We are also in need of this metric.  It helps to asses full agent productivity as well as validation for payroll and attendance purposes.  Having a way to measure all online time is critical please.  Thank you!

    3
  • Ryousuke Kagawa

    Agreed that this is important for measuring agents' productivity. We want to use these metrics to make sure that our agents are online for the appropriate amount of time in any given date range. You can monitor this using the dashboard in Talk, but only for the current day.

    3
  • Trent Blakeley

    Hi Nicole,

    I apologize for the late response.  In regards to your question a few weeks back I define productivity by time servicing a customer vs other things, like research, break, excess email/chat time, time in codes for those when not actively servicing a customer. 

    I would like to see in the future other codes for chat, email, we will use away as break.  I think a meeting code would be nice to see how long an employee is spending in meetings, as well as an admin code would be nice as well for those issues that may take longer than 15 minutes to research and for miscellaneous projects assigned.  

     

    3
  • BJ Wright

    This is a report we're also looking for within Explore. More specifically, I'd like to know what time an agent logged on each day, how many hours they were available, away or offline. The ability to either dial in per day, per week, or per month.

    Is this a feature we could expect anytime soon or will it be years out?

    3
  • Victoria

    I also really want this information!  This is quite basic information within the Customer Services operation management arena.  When can we expect to get this?  

    We also need more state options - and ideally the ability to customise these to our own businesses. 

    Can you update us on the plans please?

    3
  • Susana Zambrana

    +1 We are having a lot of issues trying to figure this out too. If you could prioritize it, it'd be wonderful!

    3
  • Bryce Radick

    Really surprised this isn't available - online Talk agents work on emails at a completely different rate than offline Talk agents. Without this metric there's no way to compare someone who's never on phones to someone who is

    3
  • Chris Bulin
    Community Moderator

    We are doing a coverage experiment now for phones and one of the metrics we wanted to use was time online (for talk and chat would be ideal, but at the very least for talk). It's used in conjunction with # tickets per channel, and % of tickets for each team member to determine where coaching needs to be done and what we can do to help comfort levels with phone/chat.

    3
  • Andrew Burns

    This is my number one feature request for Zendesk.

    We also have to screenshot this data every evening which is not ideal.

    3
  • Justin

    +1 -- Can we get an update on this feature request? This seems like something that should be reportable in Explore....

    3
  • Oswaldo Romero Carranza

    Is it so difficult to know the amount of Online time an agent spends on Chat & Talk? 

    This is something really useful, I have several agents achieving their inbound goal (1000 calls) but whenever they reach it, they disconnect, and if I want to switch it to an online hour + % missed calls, I don't have the tools to make my team more efficient.

    Any updates on this?

    3
  • Micah Lowe

    I've been with Zendesk for about 5 years.  It's a terrible company in terms of customer support (which is ironic).  Plus, they nickel and dime you.  

    I've been checking this thread every few months to look for an update on the "We are working on it" posted TWO years ago.  

    Then I realized something...

    Here is my opinion: Zendesk doesn't want this metric because it will allow teams to become more efficient and require fewer seats.  Immediately equals less money for Zendesk.  Fewer seats and more efficiency = less money.

    3
  • Tom Erik Skjønsberg

    Never mind I guess. I see the answer now in another thread.

    Thank you for the "update", confirming what I'm sure most of us already knew. Zendesk doesn't seem to have any sort of plan to actually release this, but rather keep pushing the promises to next quarter indefinitely.

    3
  • Tom Erik Skjønsberg

    John Costello Karen Hynes

    We are closing up on year 3 since the initial request, and with that also getting close to the end of Q4 which was the latest promised release for this functionality. I am not seeing it mentioned anywhere in the announcements and upcoming features.

    Are we to assume that the dead silence since May means that this once again is on the ignore list, and that we might as well just start planning the project to switch to a supplier that actually bothers about their customers?

    3
  • Tom Erik Skjønsberg

    Karen Hynes

    I am sorry, but what?

    The data is available through bothersome workarounds. It used to be available until we were all forced over to Explore. So what challenges do you guys have that makes it take 5 years to implement reporting of basic customer service metrics?

    Also, what happened with the promise to skip EAP for this? Zendesk has been promising to be "on track" for release for every quarter last year, and every time the quarter has passed without further communication until we get these messages about how it is a "priority"?

    What exactly is going on at Zendesk these days with the failure to implement basic CS reporting features and removing features that are already there against almost unanimous feedback that these features are in daily use?

    3
  • Jane Pejanovic

    +1 here as well. We really need it in order to determine total online hours.

    2
  • Victoria

    Completely agree Brad - This data must be in there somewhere, and having to use a manual method like this is very outdated (Not to mention inefficient and with room for error) when the platform does so much cool stuff. 

     Zendesk - where is this in your priorities? 

    2
  • Jessica Rosado

    +1 This is a big blocker for us, I am having issues with people being logged in when they are supposed to be and have no way run a report to track this. 

    2
  • David Garceau

    There is still absolutely no response on making this a feature. I did find a post on getting the daily stats via an API link but I dont use API elsewhere so that that takes a lot of back end work downloading a JSON file daily and compiling data externally.

     

    This absolutely should be a data field in Explore. Its just ridiculous that this is being ignored.

    2

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