Can I use Explore to find out the last time agents signed in and to identify agents that have been inactive for a while? Can I create an Agent Login Aging Report to show agents that have signed in, in the last 30 days, 60 days, and 90 days?
I'd like to keep track of inactive agents to make sure I'm not paying for agent seats taken up by inactive accounts.
To report on when an agent last signed in to Zendesk, you can use the metric Time since user login in the Tickets dataset. Make sure to add a filter for the Assignee role to exclude end-users from your report. Learn other ways to generate a list of the last time users signed in, in this article: How do I generate a user's last login date list?
If you would like to group the sign-in dates into bracketed time frames, you can create a Date range calculated metric for each bracketed time frame. For example, create one Date range calculated metric based on the original metric Time since user login for between 0 days ago and 30 days ago, another for between 31 days ago and 60 days ago, and a third for between 61 days ago and 90 days ago.
For more information, see the article: How do I report on user data in Explore?
This is actually not helpful at all. Based on the subject line, you would think that it would provide you with a list of all your agents and last time they logged in.
Unfortunately, it does not. If you follow this article, it will never show you the results if the agent has never logged in.
I have yet to find a simple report that lists all your agents and their activity (Zendesk has a tendency not to show the agent if there is no activity - which is weird bec that is what most people would want to see).
still searching for answers.
I'm not sure the advice for building this report is correct. Adding a filter for 'assignee role' slows the report load down significantly. Whereas if you look at the metric provided 'time since user login' it's based on the REQUESTER sign in date and status.
Also by filtering by role alone, I am presented with lots of historical agents that aren't even in the system as end users anymore (they are deleted but still appear in reporting for legacy purposes).
Therefore by using 'requester role = admin, agent' & 'requester status = active' filters I am able to get the desired results of active staff only and the number of days since they last logged in (with blank days for those who have never logged in).
Lastly, I use 'requester name' and 'requester organization' for rows to get the desired output display.
Hope this info is helpful for someone!
Jon Thanks, that worked perfectly. The only issue I had is that the roll of Agent also includes Light Agents (which I don't care about in this context). I just added the Requester name as a filter, and it gives me what I need. I wish Zendesk would provide log in / out stats for agents as part of a standard report.
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