Seeing live agent status and activities with Explore

Return to top

32 Comments

  • Rafael Santos
    User Group Leader

    This feature looks quite promising!

    However, while trying to test it, I've observed that we have 116% of our total staff members showing up as Online users, or 127% of our used agent seats.

    Additionally, no Drill-In option was presented.

    2
  • Sydney Neubauer

    Do you need any specific Zendesk plans to access this data? Or is available across all plans as long as you have live support channels enabled?

    0
  • Dave Dyson
    Hi Syd, 
     
    This feature requires Zendesk Suite Enterprise or above, or Explore Enterprise – the graphic at the top of the article shows the plan level requirements.
    0
  • Andrew Dyer

    This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.

    0
  • John Costello
    Zendesk Product Manager

    Hi Andrew Dyer and Rafael Santos

    Which online channel is this showing up under ? 

    Just bear with us Drill-in is being rolled out incrementally over the next new days. 

    Regards

    John 

    0
  • Rafael Santos
    User Group Leader

    John Costello This was for the Support figures.

    Edit: We now have Drill-In for Chat and Talk, and those are showing accurate counts for Chat, while very weird ones for Talk agents.

    0
  • Jack Wallner

    John Costello

    Hey! We are eagerly awaiting the rollout of this feature, as we do still not have the "Drill-in" option. Is there an ETA on when it will be fully rolled out?

    0
  • Sydney Neubauer

    We are also seeing the same thing - there is currently no drill-in option.

    0
  • John Costello
    Zendesk Product Manager

    Hi all, 

    During the rollout of this new feature on March 16th we encountered an issue with data relating to the Agent Status metrics. The issue was that incorrect Agent States were being reported.

    Given this, we immediately rolled back to the previous version of Live Reporting which has the correct Agent Status metrics for Agents in Chat, Messaging and Talk Channels, but without the new drill-in functionality.

    We will have an update on the following page very soon outlining when you can expect this feature to be released again. 

    Thank you all for your patience, we really can't wait for you all to get this new feature.

    Best Regards

    John Costello 
    Explore Product

    1
  • Jason Walker-C

    Desperately need this!

    0
  • Sydney Neubauer

    John Costello is there a timeline as to when this will be live again? We are eager to test it out :D

    0
  • Dave Dyson
    Hi Syd, we are targeting late May 2022 – more information in John's comment here: Announcing live agent status metrics and drill in
    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Can someone help me understand:

    1. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours -- wayyyy too many

    2. What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please?

    Thank you!

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi, I have a 3rd question:

    3. Is there a reason the Account name is included but not the Organization?

    Can we configure these fields at some point please?

    0
  • John Costello
    Zendesk Product Manager

    Hi Heather, 

    Thank you for the questions and feedback I will try to deal with them one by one:

    1. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours -- wayyyy too many. 

    If this is Support Agent Status : 

    • Online = Support Agents Logged in 
    • Offline = Support Agent Logged out

    Note we have seen issues with Agents closing browser and not logging out therefore still showing up as Online. We are introducing an idle fix later this year to resolve this behaviour. 

    2. What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please?

    The way it is defined is Support tickets that are assigned to an Agent and are in Open status. 

    3. Is there a reason the Account name is included but not the Organization?

    No this was our MVP to get our Work item data to Market. We will be working on further iterations later this year. I like your idea of making them configurable I will take it back to the team. 

    Hope this helped to clarify your questions Heather. 

    Best Regards

    John Costello 

    Explore Product

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    John Costello,

    Thank you for the reply! I'm replying to your replies :D

    1. Thank you for introducing the Agent idling feature at some point soon-- I don't know anyone who actually logs out anymore.... Looking forward to that!

    2. You said the definition of "Support agent work items" or "working on x tickets" =  Support tickets that are assigned to an Agent and are in Open status. 

    I would push a little on this one-- when we talk about a real time dashboard, "working on" should mean they are on the ticket and editing it. I can see tickets they are assigned to and are in Open status in a view or report, but that's not technically "real time" that I would expect from a live dashboard. 

    3. Thank you for thinking about making the fields configurable so we can surface what's important to us! Organization Name would be a no-brainer for most of my instances but I have accounts where custom fields would be more desirable. 

    5
  • John Costello
    Zendesk Product Manager

    Hi Heather, 

    I take your point on the current definition we have for "working-on" for Support work items you are not the only one to have said this to me recently. I am going to challenge this internally and see where I get to. 

    Does anyone else feel strongly on this point from Heather, the more voices we have the better chance we have to change. 

    Regards

    John Costello 

    Explore Product 

    2
  • Fernando Duarte

    I agree 100% with Heather Rommel!

    The idea of a a real time dashboard is to show what they are actually doing

    7
  • Dan Ross
    Community Moderator

    Adding to the chorus on this one. Heather Rommel's feedback on the definition of 'working on' a ticket is what we align with as well.

    If the goal of the live dashboards is to see what's happening live then just counting the assigned Open tickets is not meeting that goal. That's static data and could be shown on conventional boards.

    For a real time dashboard, I would expect to see what is actively and dynamically being worked on by agents. 

    8
  • Pinky

    Hello!

    I would like to know if my assumption is correct.

    When I open the Live data (including chat) dashboard, I see that there is Zero online agent under the Chat section. And all agents are online under the Support section.

    My assumption is that Agent Workspace makes online agents visible on Support section. But when an agent is serving chat, the agent will show up in "Agents online" on Chat. And when there is an ongoing call, the agent will show up in "Agents online" on Talk. Is this correct?

    Thanks in advance,

    Pinky

    1
  • Lauren Benkov

    What is the timeline for getting unified custom status to show on the live dashboard? It would be much more helpful to see that I have X agents on lunch, Y agents in a meeting. I thought this was demoed on a webinar a few months back.

    Thanks,

    Lauren

    3
  • Jahn Bronilla
    Community Moderator

    +1 on this feature to have the real time status of an agent and possible could be reportable as well in Explore.

    We have 120 seats as of the moment and all of them are showing as online even technically half of them are not really working as of the moment. 

    There's no other way to report the online hours of an agent specially in support. 

    1
  • Max Nason

    Hi community!

    And what about the historical reporting on the status of agents, as I understand it will be implemented as part of the functionality described above?

    4
  • Christine Diego
    Zendesk Customer Care
    Hi Maxim,
     
    Our product team is going to launch an EAP for Historical agent activity reporting likely in Q2. You can check this link Zendesk Explore EAP - Agent status historical reporting for details and we will be making an announcement on this so customers can register. 
    0
  • John Costello
    Zendesk Product Manager

    Hi Pinky your assumption is correct

    0
  • Stephen

    Hi,

    Having a view of this recently, it would be if the live view of an Agent's capacity displayed a couple of additional details:

    • When drilling-into the tickets an Agent is assigned including Organisation and potentially Custom Fields.

      This would be far more useful than Account Name.

    • A column to showcase how many tickets an Agent has assigned that are not counted towards capacity (i.e. Pending / On-Hold) tickets.

    • Have the % bar that displays an Agent's capacity change colour if they are below capacity / at max capacity / over capacity.

      It would help indicate more quickly if there are Agent's who are over capacity.
    • Instead of needing to Drill-In on the number of online Agent's, have a Report that directly shows the online agent list. It would save a couple of clicks to see what the pertinent information is.
    0
  • Lauren Benkov

    I'm excited about the update that custom statuses are now added but I'd like to see a few improvements.

    • 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
  • Anastasia Kachanova

    Any updates on historical reporting? when we can expect it in GA?

    2
  • Atanas Tomov

    +1 on Anastasia's comment. Looking forward to GA as soon as possible.

    1
  • Amelia French

    Yes Lauren Benkov makes a really good point. We shouldn't have to drill in to see statuses. It's fiddly and wastes time.

    0

Please sign in to leave a comment.

Powered by Zendesk