Zendesk Talk dashboard metrics reference (Talk Team, Professional, and Enterprise)

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4 Comments

  • Rene Herrera

    Hi I have a question about the agent activity , In the same business day you can see total time logged into the phone, after that business day this information is unavailable; e.g. I cannot tell how long Agent X was logged into the phone, yesterday or any day in the past

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  • Harry Morris

    Piggy-backing off Rene's question. Is there any update on that question? I am trying figure out the hours my team is online for and unless I log in after the end of the business day to check, it seems like there is no way to do this. Is there a way to get this information emailed to me in a report?

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  • Brett - Community Manager

    Hey Harry,

    There currently isn't a way to track Agent Online Time over an extended period of time. I would recommend cross-posting in the following product feedback post to help provide visibility of this need to our Product Managers in charge of this area: Agent Talk status for reporting purposes

    Thanks in advance!

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  • Scott Hartman

    Clarifying Questions:

    1.) Outside of business hours- How do we define which schedule to pull from?

    2.) Average callback wait time- Is this the difference between the customer requesting a callback in the IVR and receiving a call from an agent? Or does it include their initial call wait time as well?

    3.) Average duration- Does this include IVR & wait time? Or only the time the customer is actually speaking with an agent?

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