Can I report on agent availability in Zendesk Talk?

Question

Can I report on agent availability in Zendesk Talk? Can I report on Talk agent availability in Explore?

Answer

Real-time reporting on agent availability is located on the native Talk reporting dashboard. This data is not editable and cannot be pulled over an extended period of time.

Total online time, Total away time, and Time available metrics are not available in Explore to report on further. Talk reporting in Explore is call-focused and therefore, it does not contain agent-level metrics. However, you can fetch this data under available_time in the API Agent Activity.

Note: On the Enterprise plan, you can also use Explore to see live agent status and activity for Talk calls.

For more information about the Talk dashboard, see the article: Zendesk Talk dashboard metrics reference.