Announcing live agent status metrics and drill in

Return to top

15 Comments

  • Amie

    Hey Team,

    When I filter the talk portion of the live dashboard to a particular talk group... the data for the number of agents online V offline stays the same. 

    I would expect if I filter it to a group these new metrics would show us the number of agents who are online v offline for that group to which the dashboard has been filtered to for talk. 

    What's the expectation with this here? 

    I have a few ZD customers who would like to be able to filter the group on the talk or chat dashboard and then it tell us how many agents are online v offline for that group. It seems a bit stupid if the filters on this dashboard don't apply to the new agent metrics. 

    2
  • Benny Samuel

    Agree with Amie, we have way too many agents and we separate them by group. Not having metrics reflected when filtering for one particular group is meaningless. Hope this is just an oversight. 

    1
  • Amie

    hey Benny Samuel

    It looks like the filter is now working again for these new agent metrics on the dashboards. I did follow up with ZD Support and they discovered those metrics were broken, however, they've since been fixed. 

    Nicole Saunders I'm not sure who the correct person would be to pass this feedback to/tag in this post, however, rolling out a new feature that contains broken metrics, to begin with, is a very poor experience for customers. Especially on a live dashboard. I have a customer who utilises the ZD live dashboard across 3 different TVs in their office for the support team. When this change was rolled out this week, the broken metrics completely threw the support team off and caused some unrest amongst the agents. 

     

    2
  • John Costello
    Zendesk Product Manager

    Hi Amie, Benny Samuel

    Thank you so much for reporting this, firstly I would like to apologise for the disruption this caused. I have traced this back and it was due to a fix that got delayed in making its way to production which should have been there for launch. 

    All accounts should now be able to filter across all metrics for all channels.

    Regards

    John Costello 
    Explore Product

    1
  • Rafael Santos

    Thanks for the frequent updates here and in the feature's documentation page, John Costello

    I've seen that a Service Incident has been raised on this, and that our Live dashboard has been reverted to the version from 23 days ago, after working for some hours yesterday.

    Looking forward to receiving the fix and to start working with it.

    0
  • John Costello
    Zendesk Product Manager

    Thanks Rafael Santos

    As you stated a Service incident was raised today, an issue with data relating to the Agent Status metrics has been reported and validated today. Incorrect Agent States were being reported. Given this, we have rolled back to the previous version of Live Reporting which has the correct Agent Status metrics for Agents online in Chat, Messaging and Talk Channels, but without the drill-in functionality.

    We will also roll back on the ability to add the new Agent Status drill in metrics to custom dashboards. Any drill in Agent Status metrics already added will remain on custom dashboards but will have the incorrect data until the fix is applied. 

    We are working on resolving the issue and will update once we have a timeline for when the new live agent status metrics and drillin will be available again

    1
  • Antonio Naddeo

    John Costello Would you let us know when "live agent status metrics and drill in" is available again? Currently it has been reverted to previous version and no longer available. Thanks 

    0
  • CJ Johnson

    It would be really helpful if this article included what Zendesk Plans received this release, as it's not easy to tell that only Explore Enterprise will see this new dashboard. 

    0
  • Amie

    hey John Costello,

    What's the ETA for these metrics to be released again working correctly, please? I've got some customers who are asking for the re-release date :)

    0
  • Antonio Naddeo

    Any update? 

    Agents online in Support are unavailable, live dashboard is exactly as it was before this announcement. 

     

     

     

    0
  • John Costello
    Zendesk Product Manager

    Hi Antonio Naddeo

    I am sorry to hear that, we just checked your Live Dashboard today and all seems to be in order. 

    Do you want to raise a ticket and I can talk to you further on it. Just in case I am missing some other instance that is experiencing issues. 

    Regards

    John 

    -1
  • Rafael Santos

    Now that a Post-Mortem has been published, when can we expect this to be re-released?

    John Costello, could you please update the article's Rollout dates?

    0
  • John Costello
    Zendesk Product Manager

    Hi all,

    As you know we encountered an issue with our new Agent Status data with incorrect Agents Status being reported. We have identified a fix and are ensuring all use cases in the area identified are covered and accounted for. 

    This work will take some time to rectify and test accordingly and we are targeting late May 2022 for the release and we will update further if this date is impacted at any time.

    We understand this is later than anticipated however the teams are working as diligently as possible to enable us to support the release.

    Best Regards

    John Costello
    Explore Product 

    0
  • John Costello
    Zendesk Product Manager

    Rafael Santos - you must have read my mind  !!

    0
  • Jack Wallner

    John Costello Hey John, is late May 2022 still an accurate estimated release date? Looking forward to having this available!

    0

Please sign in to leave a comment.

Powered by Zendesk