Question
Can I report on agent availability in Zendesk Talk?
Answer
Yes, real time reporting on Agent availability is located on the native Talk reporting dashboard. To access the native Talk dashboard, click the Reporting icon (
) in the sidebar and then select the Talk tab. This dashboard will allow you to see the current status of your Talk agents, specifically the total time they have spent online and the time have been available to take calls.
Unfortunately this data is not editable and cannot be pulled over an extended period of time. Furthermore 'Total online time' and 'Time available' metrics are not available in Insights to report on further. The Talk reporting dashboard would be the only location within Zendesk that this information would be available. For more information on Talk metrics that are available within Insights, see Insights metrics reference (Professional and Enterprise).
Comments
13 comments
Just to clarify, the Talk reporting is only valid for that day and cannot be looked at historically? I'm trying to pull numbers on total calls answered, time on phone, ect. for the past 30 days. Thanks!
Hey Eric,
On the Reports Overview Talk tab you would only be able to see data from that day. However, in Insights you could pull data for the past 30 days. You can report on # Answered Calls and Talk Time by doing that. You can view a full list of the metrics you can look pull into Insights here: Insights metric reference
This article will also give you an overview of what you can report on with Talk Advanced in Insights
Thanks for your question!
Being able to report on agent online and availability historically would be very useful. Do you know if this will be available in Gooddate/Insights anytime soon?
If not, are there any work arounds to get similar data?
+1 to Ian's comment above - this would be very useful data.
Hello Ian and Ren,
As Stephen mentioned earlier it is something you would be able to do if you have a Talk advanced plan: Talk Advanced in Insights.
If you are looking in this article you can refer to this graph and have an idea how it would be looking like.
From there you would be able to pull up the initial report and adjust it to show you the desired data. Here is a reminder of our Insights metric reference.
If you do not have access to a talk advanced plan, you would not be able to report on historical agent online activity.
If you have any other question, feel free to contact us at support@zendesk.com
Hi Michel,
The agent call statistics table to attached does not included the agent availability metric. In GoodData/Insights there is not metric for this statistics under either "availability" or "agent."
Am I missing something?
Thanks!
Hi Ian,
Sorry for the confusion here. I believe Michel may have been referring to the metrics that Stephen mentioned earlier and not"availability" or the total time the Agent was online. You and Ren are correct and "availability", as well as total online time, is not currently a reportable option in Insights. You can only view that information on a daily basis in the native Talk dashboard, per the original post in this Article.
Apologies for the confusion, but thank you and Ren for letting us know that is an addition that you would like to see in Insights.
Cheers,
Ben Goff
Thanks Ben,
Do you know of any other tools or apps that customers use to report on this data?
Hey Ian,
I'm not aware of a 3rd party or integration that currently does this, but you could pull that information periodically from our API: https://developer.zendesk.com/rest_api/docs/voice-api/talk#agent-activity-json-format. If you did something like that periodically at a certain hour of the day, every day, you could store that information somewhere, like in an Excel file, and perhaps create a report on it.
Cheers,
Ben Goff
Is getting agent availability time in GoodData on the roadmap? We are trying to make something to pull this data via the API but it is proving challenging, especially for such a basic metric.
Hi Corey! I'm not sure what the status of this is, but I'm going to check around and see what I can find out for you!
Hi Jessie,
Were you able to check in on this?
Thanks!
Hey everyone!
I am really sorry for the delayed response on this. I checked with a couple of my colleagues and was able to confirm that we do not currently have data points for that info in Insights, and at the moment there are no plans to build them.
However, this information is available via the API, so you should be able to get the information you need there!
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