Question
Can I report on agent availability in Zendesk Talk?
Answer
Yes, real-time reporting on agent availability is located on the native Talk reporting dashboard. To access the native Talk dashboard, click the Reporting icon (
) in the sidebar and then select the Talk tab. This dashboard shows you the current status of your Talk agents, specifically the total time they have spent online and the time have been available to take calls for that day.
This data is not editable and cannot be pulled over an extended period of time. Furthermore, Total online time and Time available metrics are not available in Explore to report on further. However, you can fetch this data under available_time in the API Agent Activity.
For more information about the Talk dashboard, see the article: Zendesk Talk dashboard metrics reference.
6 Comments
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?
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
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
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
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.
Of course, being able to report on historical availability data over time (without making an API call) would be a great feature as well.
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.
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