Seeing live agent status and activities with Explore

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41 Comments

  • Robert Hood

    +1 on Lauren Benkov's point. Need a way for Agents to quickly assess who is online and who isn't .

    Here's our scenario:
    As an Agent, I need to be able to transfer a Talk call to a colleague who is typically in an Agent Group that is in my local office. Transferring calls happens multiple times a day. I would like to have a Live Talk Dashboard that only shows the Agent status and time in status that can be filtered to the specific Agent Groups I need and for the dashboard to retain the last filter I created.

    Our current workaround is to use MS Teams to see if another Agent is available for the call

     

    0
  • Tobias Hermanns

    +1 for Laurens comment

     

    • The ability to see all agents by status on a dashboard without needing to drill in to a widget. Similar to the live talk dashboard. Right now its really hard for agents or even managers to see at a glance who is in what status and how long they have been in it. I have to drill in to an agent status tile and then change all of the filters and then I can't actually save that view to share with other people.
    • Ability to filer to exclude certain statuses. I want to see everyone except who is offline and so I need to go in and select the three other statuses in order to see that.
    3
  • Efrat Barak Zadok

    Is there a way to present the Agent workload vs. capacity report in the dashboard itself and not only as a drill though?

    0
  • Elaine
    Zendesk Customer Care
    Hi Efrat,
     
    I regret to inform you that the mentioned feature is not currently available in the dashboard. I suggest you create a post in our community so that our product managers can review and consider it based on the business need. Your input is valuable, and the community platform is an effective way to communicate feature requests and enhancements.
    -1
  • Efrat Barak Zadok

    Elaine OK..

    Can you guide me how to create this report from scratch?

    It seems I cant see it in the All reports tab

    0
  • Ashwin Kaniyal

    Hello
    We shared a custom dashboard to few Managers. They are able to drill in and see agents. But unable to change the statuses by check marking the agents from list.
    Are there any role restrictions?

    0
  • Steve Lacoss
    Zendesk Luminary

    I found changing role permissions to below allows the checkbox to appear.

    Which allows agent statuses to be updated from the live dashboard.

    0
  • Agnieszka Czajka
    Zendesk Product Manager

    Lauren Benkov thank you for the feedback! We do plan to have the agent list as a separate component that you can add to your dashbord instead of only having it in drill in. Follow these post be up to speed on how it is going. 

    At the moment we do not plan to introduce option to exclude statuses or any other filters that would allow to exclude values but that is valuable insight. If we plan these in the future we will be posting here as well.  

    1
  • Agnieszka Czajka
    Zendesk Product Manager

    Hey Ashwin Kaniyal - in first version only users with admin rights can change agent status in Explore. Permissions to include other types of users are coming in next version. 

    0
  • Tobias Hermanns

    We do plan to have the agent list as a separate component that you can add to your dashbord instead of only having it in drill in.


    Yes please +1 we need this too, Drill in daily multiple times isn´t real doable

    If you can have more filter i.e. for Brand and have such things saved in dashboard instead of modify drill in always when enter would be a life saver.

    0
  • Arianne Batiles
    Zendesk Customer Care
    Hi Haley!
     
    Right now, only admins can take this action in Explore. However, having this feature extended to other types of users is something our Product team is currently working on. There's no timeline for this yet but please stay tuned for updates. 
    0

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