Can I report on agent availability in Zendesk Talk?

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22 Comments

  • Eric MacCarthy
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    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!

    2
  • Stephen Fusco
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    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! 

    0
  • Ian Smith
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    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? 

    17
  • Ren Atkins
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    +1 to Ian's comment above - this would be very useful data.

    3
  • Michel
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    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

    -2
  • Ian Smith
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    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! 

    2
  • Benjamin Goff
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    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

    0
  • Ian Smith
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    Thanks Ben,

    Do you know of any other tools or apps that customers use to report on this data?

    0
  • Benjamin Goff
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    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

    0
  • Corey Franco
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    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.

    4
  • Jessie Schutz
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    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!

    1
  • Ian Smith
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    Hi Jessie,

    Were you able to check in on this? 

    Thanks! 

    0
  • Jessie Schutz
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    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!

    -3
  • Conor Keane
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    Is this still not in the plans? It would be extremely useful to have  'Total online time' and 'Time available' metrics in an automated report.

    1
  • Nicole - Community Manager
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    Hi Conor - 

    I encourage you to post your feedback in the Product Feedback topic in the Community, where our Product Managers can see it. Feedback posted on Tech Notes is not reviewed by the development teams. 

    0
  • Alina Ivan
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    Hi everyone :) Are there any updates on this topic?

    I also check the recommended API - but it appears as not available. Thanks!

     

     

    0
  • Jessie Schutz
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    Hey Alina! Welcome to the Community!

    There isn't anything new to share on this right now. I checked the Product Feedback topic and it doesn't look like anybody has started a post about this yet; if you have a minute it would be really helpful if you could hop over there to post your suggestion and use case!

    0
  • Amanda Ramos
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    Any updates or plans to make this metric available to report on? Still looking for this!

    1
  • Brett - Community Manager
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    Hi Amanda,

    This is something our team wants to make available within Explore, however, it's not currently on the roadmap at this time. I've passed this feedback along to the appropriate teams and do appreciate you sharing your interest :)

    Thanks!

    0
  • Ian Smith
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    This is super important in terms of measuring an agent's performance. I see little reason to have this available on the Talk Dashboard an not have it available in the reports. 

    2
  • Ian Smith
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    It also seems like "Online Time" reporting is supported for Chat agents but not Talk agents. So I would think that this is certainly something that is possible to implement. 

    2
  • Meredith Fitzsimons
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    +1 Really need this!

    4

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