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Analyzing call activity with the Talk dashboard

Rob Stack
  • Edited
Zendesk Documentation Team

advanced plan

With the Zendesk Talk dashboard, you can view details about current queue activity, account-wide activity for the current day, and individual agent activity. Filter by numbers and agent groups or compare graphs of two metrics to get further insight.

This article covers the Talk dashboard. If you're on the Talk Team plan, see Analyzing call activity with the Talk Team dashboard.

This article contains the following sections:

Granting dashboard access with Talk roles

To view the dashboard, your account must be a member of the Admin or Team lead Talk role in the Zendesk Admin Center.

Support Enterprise customers can control individual agent access to dashboards by creating custom roles with the View Talk dashboard permission though to interact with the dashboard, you'll still need to be a member of the Admin or Team lead Talk role.

For details about how to assign Talk roles to agents, see Giving agents access to Talk.

Accessing the Talk dashboard

For Lite, Team, and Professional, and Enterprise Zendesk Support plans, administrators and agents can view the Talk dashboard.

To view the Talk dashboard
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Click the Dashboard tab.
  3. Select the number or numbers you want to view data for.

Viewing current queue activity

In the Current queue activity section, you can see real-time details about your call queue. For details on each metric, see Zendesk Talk dashboard metrics reference.

Viewing an overview of account call data

The Overview section displays additional metrics on your account's call activity from midnight to midnight for the current day. The time zone is based on your Zendesk Support account settings. For details on each metric, see Zendesk Talk dashboard metrics reference.

  • Select two metrics to compare from the drop-down menus above the graph.

  • Click the - symbol to remove the second metric.

  • Hover over part of the graph to see details for a specific time increment.

Viewing agent activity for Talk Professional

The Agent Activity section shows a summary of call activity and current availability status for each agent. If you have selected a number, the Agent Activity section will list all agents in every group the number is routed to. For details on the metrics in this section, see Zendesk Talk dashboard metrics reference.

Note: If you purchased Talk before September 6th, 2017, you will only see agent active within the last 24 hours. See About Zendesk Talk plan types.

  • Narrow down groups in the drop-down menu.

  • Change an agent's availability status next to their name.

  • Click more to see additional details about an agent.

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25 Comments

  • Tim Roberts

    all very useful but I want to be able to have one of my large office screens with available agents, agents on a call and wrap up agents showing. When filtering on call agents disappear to the bottom and off the bottom of my screen. is there an app where you can configure your own dashboard?

    1
  • Nicole S.
    Zendesk Community Team

    Hi Timothy - 

    I answered your question on the other thread you had posted to, but I'll share it here as well in case anyone else comes across it: 

    Zendesk doesn't currently offer any official apps to do this. However, another Zendesk Community member recently created a monitor dashboard display using the API; you might want to check out that solution and see if it would help you out. 

    1
  • Justin

    Is it possible to see this dashboard for a wider date range than just today?

    1
  • Dipesh Dave

    Hey Justin,

    Currently the Talk Dashboard is limited to just the real-time results of that day. If you wanted to go into specifics of a previous date range then you would want to run a custom report within Insights. 

    In our article here on our Insights Metrics Reference that we supply the metrics for you to run a report on certain Talk Metrics.

    Let me know if this helps you out!

    0
  • Beno Siebenmann

    Hi,

    Very helpful support page.

    Is it possible to change the agent activity status? e.g Not Available: Meeting

    Cheers

    2
  • Gabriel Manlapig

    Hello Beno,

    As of the moment it is not possible to change or add agent activity status and currently these are the available status that we offer:

    My apologies for not being able to find an effective option to address your need with current Zendesk functionality. I hope this answer your question :)

    0
  • Jennifer Cogley

    Hello there. 

    Will custom activity statuses become available in the near future? Is it on the ZD roadmap?

    Thanks,

    Jenn

    1
  • Amanda Yu
    Zendesk team member

    Hi Jenn,

    Thanks for reaching out! Unfortunately, custom activity statuses are not presently on the Zendesk roadmap of features to be implemented. If you'll share your specific use-case for wanting these statuses, I'd be happy to pass along that feedback to our Product team!

    1
  • Logan Bates

    Total Online Time is a metric on the Talk Dashboard but is not available for reporting purposes. Can you provide a recipe to create the metric? 

    2
  • Jessie Schutz
    Zendesk team member

    Hi Logan!

    Do you mean that you want to report on this in Insights?

    0
  • Peter Rifkind

    Hey Jessie,

    Several of the Talk  dashboard metrics are not tracked in Insights.  It would be great to track the number of callbacks, agent online time, etc via Insights instead of losing that data after 24 hours.

    1
  • Logan Bates

    Hi Jessie,

    Yes. I would like to create a report in Insights to see how much Total Online Time agents have over a period of time. It would be valuable view Total Online Time from a historical standpoint to get a better picture of agent activity. It seems that the only option currently is to go to the dashboard at the end of each day or track it by entering data into a spreadsheet. 

    1
  • Justin Smith
    • Edited
    Zendesk team member

    Hey Logan,

    Thanks for the update and clarification here. Unfortunately the total online time for talk isn't able to be tracked within the Insights reporting area at this time.  At the moment the only place this information is available for tracking is within the reporting dashboard.

    We do always want to know how our customers are wanting to use the product and what sorts of information tracking would be beneficial. While it's great to have your feedback here on this post, I would also encourage you to make a post on our product feedback forums along with some information on how your business would benefit from this added functionality. Knowing not only what accounts are wanting for features but also the end-goal and purpose behind them helps our development teams prioritize tasks and develop new features to best serve the needs of our customers.

    0
  • Melinda Wyatt

    When will custom statuses be available? It is difficult to manage agent productivity with only one status of "away". Adding these three statuses would be extremely beneficial!

    - AM/PM Break

    -Lunch

    -Meeting

    1
  • Nicole S.
    Zendesk Community Team

    Hi Melinda, 

    The product team has not committed to implementing custom statuses at this time, so there's no guarantee that they will become available. However, we encourage you to post in the Feedback on Talk topic in the community to share your needs with them. 

    Here's information on how to write an effective feedback post. 

    0
  • Kris Parker

    This article indicates that having the ability to view the Talk dashboard also gives you the ability to manage an Agent's status, however I'm not seeing that to be the case in our instance. It seems as though you must be an Admin to actually control that function. 

    Is this accurate? Is this expected? We're having to have too many Admins that preferred so that our higher level agents can manage other Agent's status if needed. 

    0
  • August Acker
    • Edited

    Kris Parker We're seeing the same behavior in my companies ZD.

    We would love our team leads and managers to be able to change this setting rather than have a large number of admins on our account. 

    EDIT: Figured it out! You need to also select the option "Can manage channels and extensions"

    0
  • Elissa
    Zendesk Community Team

    Hello Kris Parker and August Acker,

     

    These are really great points and I definitely see the value in this. I did some searching and see other customers have a product feedback post going already on the general topic of making talk permissions more adjustable and granular: Add Zendesk Talk specific Admin Access.

    The latest update from our product team from about a month ago mentions they are currently working on an overhaul of permissions that should help with this. But, I do encourage you both of you to jump in and add some weight to the request. It would be very helpful for our product team to hear about this specific use case as well as the impact it has on your workflows. That way they can take that into account as they consider revisions.

    I hope that helps! 

    0
  • Chris Bell

    Maybe I am missing something, but we have the Support Team plan with only 5 of the team assigned to Talk Professional. I am unable to view analytics but for the current day from the primary Support dashboard. Why am I unable to see historical without upgrading to Explore Professional?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Chris Bell,

    Support Team plans do not come with Explore access, which is where you are running into issues. I've shared an article that goes into more detail on how our Explore tiers work so you can decide which plan would best fit your current needs.

    About the Zendesk Explore plan types

    Best regards. 

    0
  • Victor Ivaniv
    • Edited

    Hi

    The article says "For Essential, Team, and Professional Zendesk Support plans, administrators and agents can view the Talk dashboard."

    Our agents, however, started reporting their access has been suspended (we're on professional Support Suite)

    Is there a way to give agents access to the Talk Dashboard without upgrading them all to admins?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Victor, If they are agents and you are on the Professional plan, then they should have access to the Talk dashboard. Are all agents experiencing loss of access, or only some?

    0
  • Victor Ivaniv

    Hi Nicole. The issue seems to sort itself out, everyone has access now. Thanks for the quick reaction

    0
  • Francois S
    • Edited

    Hi Nicole, Victor,

     

    Non of my agents has access to the Dashboard "Talk" 

     

    It is kinda usefull for the agents to see who is online & who isn't & see the call queue...

    Without giving them the rights to adapt the settings of talk + agent status... (like they would have if they are granted Team Lead access)

     

    Can this being solved ? 

    >> Solved by using this (I was too fast):

    To edit Talk dashboard access permissions in a custom role

    1. Click the Admin icon () in the sidebar, then select Manage > People.
    2. Select Roles.
    3. Next to the role you want to modify, click edit.
    4. In the Channels, section, check or clear the box next to Can view Zendesk Talk dashboard.

       

     

    0
  • Nicole S.
    Zendesk Community Team

    Hi Francois - 

    I'm glad you got it figured out! Thanks for coming back and sharing your answer so others having this issue can learn, too. 


    0

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