Analyzing call activity with the Talk dashboard

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19 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. - Community Manager
    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

    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

    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. - Community Manager
    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

    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

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