Question
Can I report on agent availability in Zendesk Talk? Can I report on Talk agent availability in Explore?
Answer
Real-time reporting on agent availability is located on the native Talk reporting dashboard. This data is not editable and cannot be pulled over an extended period of time.
Total online time, Total away time, and Time available metrics are not available in Explore to report on further. Talk reporting in Explore is call-focused and therefore, it does not contain agent-level metrics. However, you can fetch this data under available_time
in the API Agent Activity.
Note: On the Enterprise plan, you can also use Explore to see live agent status and activity for Talk calls.
For more information about the Talk dashboard, see the article: Zendesk Talk dashboard metrics reference.
6 comments
Allison Ramsey-Henry
Is this on the roadmap? This is a must-have for our team. How can we monitor the trend of our team availability without reporting?
9
Dave Dyson
Here's the product feedback thread about this – I'd recommend you upvote, follow, and add any comments you have there. Currently our product team is in the discovery phase of planning for this feature, and additional feedback is most welcome! Zendesk Talk: Allow Reporting on Agent Availability
-1
Chaimiao Wu
Is this on the roadmap? This is a must-have for our team. How can we monitor the trend of our team availability without reporting?
>>+1, we need this in Explore
2
Jay Gianan
hello team, does this mean the agent state on the reporting is not a good way to monitor agent state at any given time? considering that Online both pertains to on a call, or available? im looking for a specific way to monitor our agents activity real time (know how many agents are available to answer call at any given time) , at the same time, acquire reporting on these details as well. hope someone can help
0
Eli Phillips
Hi everyone, we are using ZD Professional. For us, agent availability doesn't show at all on the "Talk" tab--instead, it shows on the "Talk Live" tab. If you're just looking for a way to see which agents are currently online and available to take calls, this is the place to go.
![](/hc/user_images/0pMiJ8CD6hpuCShYB5L9uw.png)
Of course, being able to report on historical availability data over time (without making an API call) would be a great feature as well.
0
Dekbi
Here's the product feedback thread about this – I'd recommend you upvote, follow, and add any comments you have there. Currently, our product team is in the discovery phase of planning for this feature, and additional feedback is most welcome! Zendesk Talk: Allow Reporting on Agent Availability.
1