Agent Talk status for reporting purposes
GeplantIt would be helpful to be able to utilize Zendesk to confirm Agent payroll hour submission. I'm looking for the ability to report(s) to track my individuals daily/weekly/monthly talk activity. I would like to see what time the agent logged in, changed their talk status (online/offline) and logged out each day. I would much rather count on the data given by Zendesk rather than utilizing an additional payroll/timekeeping system.
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+1
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Hi, we are actively working on features which would capture and report on agent availability. I will revert once we have timelines on release.
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+1
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I find it terribly disappointing that this issue has been discussed for over three years, and nothing has been done… The data is already being collected so how has this feature not been pushed out yet?
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Being able to retrieve this specific data is critically important in managing the effectiveness of call centers. It's pretty standard data used in call centers. Can we get an update?
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Agreed! I want to be able to report on available time and away time via Explore! It is common practice in contact centers to be able to monitor status/time allocation on a daily basis and not having this ability is detrimental to the level of accountability!
Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system.
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Good afternoon,
I see the request to have more insight into agents logged time for Total Time online, Time available, Away Time and a few other metrics have yet to be developed. Is this not a possible upgrade considering the cost and purpose of Zendesk talk? The data is on the dashboard minus the away status time but is not accessible any other way and can not be exported. If managing a larger call center it is imperative to see the time each employee is spending in what status to ensure all parties are staying engaged during their shift. 3 years is a long time to not provide a viable update regarding the status of this request.
Thanks!
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it is a common feature in Call Center. it should be possible add some custom away status for monitoring, most of CC Brands additional custom reason code for Not available status
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These guys offer everything ZenDesk should be including for their Talk customers.
I am meeting with them tomorrow
If a 3rd party can do it, why isnt ZenDesk offering it?
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Hi All
We are actively working on a feature that will enable admins to create custom states and enable them to be reported on in realtime
More info to follow, including launch date
Barry
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A follow up on this topic
On comment from @... above, can you share if Tymeshift is offering a solution to the question posted by OP?
"I'm looking for the ability to report(s) to track my individuals daily/weekly/monthly talk activity. I would like to see what time the agent logged in, changed their talk status (online/offline) and logged out each day."
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