| Announced on | Rollout starts | Rollout ends |
| March 15, 2022 | June 8, 2022 | June 10, 2022 |
We’re excited to announce a new way to use Explore live dashboards to see the current availability and work items for agents across all channels in your Zendesk system. This information helps supervisors balance availability and workloads across teams, as well as monitor individual agent performance, all from a central dashboard.
This announcement answers the following questions:
What’s changing?
For Explore Enterprise customers, we've launched a new set of live agent status metrics for all channels. This includes new additional metrics for Talk agent status (Agents offline, Agents away, and Agents transfer only) and, for the first time, Support metrics for Agents online and Agents offline.
For more information on live agent status metrics, see Live data widgets for Explore dashboards.
At the same time, we’re also rolling out the ability to drill into these agent status metrics. Users will be able to click on an agent status metric and see exactly which agents are in that status. Users will also be able to click on a specific agent and see which tickets, chats, or conversations they’re working on in real time.
For more information, see Seeing live agent status and activities.
What do I need to do?
There’s no action for you to take. We’ve automatically migrated all existing live agent status metrics to the new formats.
Note, however, that you might not see these changes until the rollout is completely finished on March 18, 2022.
25 Comments
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.
Agree with Amie Brennan, 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.
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.
Hi Amie Brennan, 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
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.
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
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
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.
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 :)
Any update?
Agents online in Support are unavailable, live dashboard is exactly as it was before this announcement.
Hi Packlink Shipping SL,
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
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?
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
Rafael Santos - you must have read my mind !!
John Costello Hey John, is late May 2022 still an accurate estimated release date? Looking forward to having this available!
Hi all
Thank you so much for your patience while we were resolving the issues with our Agent Status data.
I come to you with good news, this week we are in the final days of testing our new Live Agent Status feature with Drill in and all is going really well.
So with that we are excited to announce that we will re-release the Live Agent Status with Drill in feature next week on Wednesday June 8th.
This will be a gradual rollout to all accounts so it will take a couple of days before your account has got the feature fully available to use. We plan to finish the rollout by Friday June 10th.
What you can expect:
Here in Explore we are all eager for you to get access to this new feature and try it out. This is our first step with Live Drill-in and we have lots more to come for it in the coming year so stay tuned.
Best Regards
John Costello
Explore Product
Hi all,
Just wanted to confirm that we successfully re-released our new Live Agent Status feature with Drill in this morning.
As I mentioned in my previous post here is what to expect
We look forward to hearing how it's working for you.
Regards
John Costello
Explore Product
Hi John Costello the drill-in feature is available for our account but the drill-in in support does not show real time activity on tickets, but old tickets instead.
When you click on drill-in on "agent online" in Support, the window "support agent work items" and the "working on XX tickets" is not real time and shows old tickets.
Drill-in is available on our account for the Live Data report. However, it is pulling data for Chat and not Messaging. How can we change that? Would also like to hide Talk as we are not using that? I tried to clone and modify to no avail.
Hi Packlink Shipping SLI and Jason Walker
Thanks for the feedback, I will be in touch directly with you to review your issues.
Regards
John Costello
Explore Product
Hi John Costello, the online agent data for support is still not reliable. Do you mind reaching out to review the issue? Thank you!
Antonio Naddeo I believe those will get sorted once the Custom Agent Status feature gets released.
As far as I'm aware, based on how the Routing EAP is currently configured, the Online/Offline statuses depend on agents manually logging off to show as Offline.
John Costello any update on the drill-in and live activity?
As mentioned in previous posts the information displayed is not live and not accurate at all.
- Agent online and offline is not accurate.
- Currently working on "n" tickets is not accurate.
- The drill-in shows ticket from months and weeks ago.
Hi John Costello,
Our Live Data is pulling data for Chat and not Messaging. How can I change that? Thanks.
Hi Antonio Naddeo, @ Sara
I have messaged you both directly so we can setup a call to review your instances.
Talk soon
John Costello
Explore Product
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