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Seeing live agent status and activities with Explore



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Erin O'Callaghan

Zendesk Documentation Team

Edited Nov 04, 2024


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56 comments

+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

 

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+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.

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

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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.

-3


Elaine OK..

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

It seems I cant see it in the All reports tab

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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?

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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.

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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.  

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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. 

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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.

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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. 

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Jahn

Zendesk LuminaryCommunity Moderator

Is there a way we can have the drill in function for all live widget and the freedom to select which attribute we want to see for each drill in function? 

Hope we can replicate the drill-in function from the old builder. 

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Christine Diego

Zendesk Customer Care

Hello Jahn, 
 
Currently, we don't have the drill-in feature available for Live metrics related to tickets. This feature is only available for Agents. I would recommend creating a post on our community platform to share your request with our product managers. They can then review and consider it based on the business need. Your input is valuable to us, and we believe that the community platform is an effective way to communicate feature requests and enhancements.

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The filtering for the live data set does not allow for much granularity, are there plans for introducing more filters soon, or a workaround to filtering these tiles down further? For example, we have three primary groups in Zendesk with hundreds of agents, but within each group outside of Zendesk, we have separate teams with different managers. Our managers need to see their direct agents live statuses and tickets but they are unable to do so efficiently if they can only filter by Group or a single name. We need a live filter for agent names, tags, etc. that we can group to get this level of detail. 

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Should we expect that `Agent workload vs. capacity`  will update in real-time or at least refresh automatically every 10 sec? 

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Shawna James

Community Product Feedback Specialist

Hey Sara, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Explore where we collect product feedback and where our PM’s review feedback from our customers. It looks like you have a feature request there in your message for wants in product enhancement. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Plus 1 for Anton's comment. It's kind of a hassle to refresh the page from time to time just to check the updated status of the agent.

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Agnieszka Czajka hi, is there a rough timeline on when the “next version” that will allow other (presumably custom) roles to change an agent's status? 

 

We have the Admin role locked down to the team that controls the overall setup of our Zendesk instance, but the teams that manage the agents (including monitoring their statuses) is completely separate.  So we're in the position of choosing between:

  1. Granting full Admin access to teams that shouldn't have it
  2. Increasing red tape and the admin team's workload by asking the WFM team to ask us to change agent statuses when needed
  3. Saying “sorry” to the WFM team and making them depend on idle timeout which affects metrics.

Thanks for any timeline you might be able to provide!

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Agnieszka Czajka

Zendesk Product Manager

Hi Dave Dyson thanks for your interest in the feature. We are working on the permissions for changing agent state at the moment and we will allow to extend permissions to other roles without giving them admin rights. That update is planned to release in Q2 - unable to share exact date, but it should be live soon -  keep your eyes on our announcements to be up to date. Looking forward to any feedback you may have after go release this enhancement. 

 

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Agnieszka Czajka Awesome, thanks for the update and we'll be looking forward to it!

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I know this has been mentioned several times in the comments here, but is there anything on the roadmap for providing the “Agent workload vs. Capacity” as a dashboard without having to ‘Drill in’ to a widget?

The widget (eg “Support - Agents Online”) just gives me a number, and it seems really silly to provide that to other admins along with the instructions “just click the number, then click the “drill in” button that pops up" when that's all anyone wants to see. Is there a way to create this view as a widget? It's so useful, and exactly what we (and apparently others) are looking for, and it's obscured away behind several clicks.

Again, if I'm missing a step where I can display this view another way, or build it myself, I would love to know. Thanks.

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Agnieszka Czajka  has there been any update on when we will see permissions extended to outside of admins? I know the reference was Q2, wondering if there's a tighter timeline on that? Also adding, I agree, having the agent states visible without having to drill into a metric would be very useful. 

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I gave out this new permission, but the agent still can't change the status

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Can we expect to have the "Agent workload vs. capacity window" directly in a live dashboard? Some managers would like to see directly the names of agents Online, Offline... (depending on the desired filters)

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Jimmy Rufo

Zendesk Luminary

How does an admin see which status their OCR agents are set to at a given time, if they don't have Explore Enterprise?  We have Explore Legacy and can't seem to confirm how to see an agent status, which as a Support Enterprise client, seems wrong.  We cannot find any dataset when building a report in Explore that would match up to Omni data.  CC Barry Neary 

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Barry Neary

Zendesk Product Manager

Hi Jimmy Rufo 

There is an API that can be used to read the live status of an agent.

 

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