Metrics and attributes for agent state and activity

You must have the Agent Workspace to use the dataset described in this article.

This article defines the metrics and attributes you can use to create Explore reports based on agent state. These datasets are also used for the agent state prebuilt dashboards. See Analyzing agent state and activity.

Important: To get the most value out of these datasets, remind your agents to sign in and out of Zendesk to accurately represent their shifts. This is particularly important for the Support channel, where only two states are reported (Online and Offline). If agents don’t sign out, Explore will show them as always online.

This article contains the following topics:

• Agent state dataset
• Agent state daily dataset
• Agent productivity dataset

Agent state dataset

The Agent state dataset contains metrics and attributes that relate to when an agent enters a given state and how long they’re in that state. Supervisors can use this information to create timestamp reports that give them an in-depth look at how their agents spent their time.

In this dataset, an agent’s time in a given state is recorded only after their state changes. This means that if an agent is in a single state for the entire duration of the report’s time period, their state is not reported, as there have been no changes to it. To report on agent states with or without changes, use the Agent state daily dataset instead.

Note: Due to the volume of data recorded, this dataset retains data only from the previous 90 days.

This section contains the following topics:

• Agent state metrics
• Agent state attributes

Agent state metrics

This section lists and defines all metrics available in the Agent state dataset.

Table 1. Agent state metrics

Metric	Definition	Explore formula
Agent time in state / seconds	The time spent in seconds by the agent in a given state per channel. When you add this metric to a report and slice the results by an agent attribute, you must also add the Group attribute. If you don't, an agent's total time is counted for each group they're in. When you add this metric to a report and slice the results by the State attribute, you must also add the Channel attribute. If you don’t, the time spent in per-channel states is counted multiple times. See Why is the per-channel agent status time different than the unified agent status time?

Agent state attributes

This section lists and defines all attributes available in the Agent state dataset.

Table 2. Agent state attributes

Attribute	Definition
Group ID	The ID number of the group.
Group name	The name of the assigned group.
Channel	The channel that an agent state relates to. Possible values include Support, Talk, Messaging, Chat, and Unified.
State	The state of the agent. Possible values include: away, invisible, offline, online, and transfers only (for per-channel states) unified away, unified offline, unified online, and unified transfers only (for standard unified agent statuses) Any custom unified agent statuses you’ve created in your account disconnected (means that the agent’s connection to the system was interrupted, which can happen when the agent’s computer is disconnected from the internet, the internet browser puts the agent’s tab to sleep, or other circumstances) unknown (means that Explore was unable to return a value for the agent’s state) When you add this attribute to a report, you must also add the Channel attribute. If you don’t, the time spent in per-channel states is counted multiple times. See Why is the per-channel agent status time different than the unified agent status time?
Agent name	The name of the agent.
Agent role	The role of the agent.
Agent ID	The ID of the agent.
Agent email	The email address of the agent.
Agent external ID	The external ID of the agent.
Agent locale	The locale of the agent.
Agent is moderator	Whether the agent is a moderator.
Agent status	The status of the agent. Possible values are Active or Suspended.
Agent active	Whether the agent is active.
Agent suspended	Whether the agent is suspended.
Agent organization ID	The organization ID of the agent.
Agent tags	Tags added to the agent.
Agent timezone	The time zone of the agent.
State start time	A collection of attributes in different units of time that record the time at which an agent entered a state.
State end time	A collection of attributes in different units of time that record the time at which an agent exited a state.

Agent state daily dataset

The Agent state daily dataset contains metrics and attributes that relate to how groups and agents spend their time across channels. This dataset helps you understand, at a daily level, agents’ total time spent in certain states.

Data in this dataset is aggregated at the end of each day and reported in the viewer's time zone. (See Which time zone does Zendesk use?)

Because the data is aggregated daily, any group membership changes are reflected only in the following day’s data. For example, let’s say an agent is moved from Group A to Group B at noon on January 20. The data for January 20 shows them in Group A (even after they were moved), while the data for January 21 shows them in Group B.

Note: In cases where Zendesk needs to reload the data on your account, this dataset retains data only from the previous 90 days due to its reliance on the Agent state dataset.

This section contains the following topics:

• Agent state daily metrics
• Agent state daily attributes

Agent state daily metrics

This section lists and defines all metrics available in the Agent state daily dataset.

Table 3. Agent state daily metrics

Metric	Definition	Explore formula
Agent daily time in state	The total time per day spent by agents in a given state per channel. This metric is aggregated daily and cannot be broken down into smaller time increments. When you add this metric to a report and slice the results by an agent attribute, you must also add the Group attribute. If you don't, an agent's total time is counted for each group they're in. When you add this metric to a report and slice the results by the State attribute, you must also add the Channel attribute. If you don’t, the time spent in per-channel states is counted multiple times. See Why is the per-channel agent status time different than the unified agent status time?

Agent state daily attributes

This section lists and defines all attributes available in the Agent state daily dataset.

Table 4. Agent state daily attributes

Attribute	Definition
Group ID	The ID number of the group.
Group name	The name of the assigned group.
Channel	The channel that an agent state relates to. Possible values include Support, Talk, Messaging, Chat, and Unified.
State	The state of the agent. Possible values include: away, invisible, offline, online, and transfers only (for per-channel states) unified away, unified offline, unified online, and unified transfers only (for standard unified agent statuses) Any custom unified agent statuses you’ve created in your account disconnected (means that the agent’s connection to the system was interrupted, which can happen when the agent’s computer is disconnected from the internet, the internet browser puts the agent’s tab to sleep, or other circumstances) unknown (means that Explore was unable to return a value for the agent’s state) When you add this attribute to a report, you must also add the Channel attribute. If you don’t, the time spent in per-channel states is counted multiple times. See Why is the per-channel agent status time different than the unified agent status time?
Agent name	The name of the agent.
Agent role	The role of the agent.
Agent ID	The ID of the agent.
Agent email	The email address of the agent.
Agent external ID	The external ID of the agent.
Agent locale	The locale of the agent.
Agent is moderator	Whether the agent is a moderator.
Agent status	The status of the agent. Possible values are Active or Suspended.
Agent active	Whether the agent is active.
Agent suspended	Whether the agent is suspended.
Agent organization ID	The organization ID of the agent.
Agent tags	Tags added to the agent.
Agent timezone	The time zone of the agent.
Time - Agent time in state	A collection of attributes in different units of time that return when the agent’s state was recorded.

Agent productivity dataset

The Agent productivity dataset contains metrics and attributes that relate to work items offered and assigned to agents and how agents used their capacity. Supervisors can use this information to create reports that provide an in-depth look at the productivity of their agents.

This dataset reports on the number of work items newly assigned to an agent during a given time period. It doesn’t report on the total number of existing work items where the agent is listed as the assignee. To report on existing work items instead, use the dataset for the channel you’re interested in. For example, use the Support - Tickets dataset to see how many total tickets are assigned to an agent.

Data in this dataset is aggregated hourly, meaning reports can’t be broken down into smaller time increments.

If an agent has no new work items assigned to them for a given hour, no data is recorded for that timeframe. This means reports will include gaps for hours during which an agent wasn’t assigned any work items. In the example report below, no work items were assigned to the agent during the 15:00 hour, so no data was returned.

Similarly, if an agent wasn’t in the Online state for a given hour, no data is recorded for the Agent average used capacity metric.

Note: Due to the volume of data recorded, this dataset retains data only from the previous 90 days.

This section contains the following topics:

• Agent productivity metrics
• Agent productivity attributes

Agent productivity metrics

This section lists and defines all metrics available in the Agent productivity dataset.

Metric	Definition
Agent average used capacity	The average capacity used by an agent for a channel during a period (while they are in the Online state only). A null value means the agent was not online. A 0.00 value means the agent was assigned no work items during that period. Note: The metrics omnichannel_agent_productivity_capacity_seconds and omnichannel_agent_productivity_agent_online_seconds shown in the formula are used only for calculating average used capacity and can't be added directly to a report. Formula: SUM(omnichannel_agent_productivity_capacity_seconds) /SUM(omnichannel_agent_productivity_agent_online_seconds)
Agent max used capacity	The maximum capacity used by an agent for a channel during a period.
Agent min used capacity	The minimum capacity used by an agent for a channel during a period.
Max capacity limit	The maximum capacity assigned to an agent by the admin per channel.
Offer count	The number of work items offered to the agent during a specific period. Available only for web and mobile messaging, social messaging, and live chat. Acceptance rate is not available if auto-accept or broadcast mode is used for routing. Offer count is measured at the agent level, meaning this metric returns values for the agent regardless of group filters.
Accepted count	The number of work items accepted by the agent during a specific period. Available only for web and mobile messaging, social messaging, and live chat. Acceptance rate is not available if auto-accept or broadcast mode is used for routing. Accepted count is measured at the agent level, meaning this metric returns values for the agent regardless of group filters.
Acceptance rate	The ratio of accepted work items to the total work items assigned to an agent during a specific period. Available only for web and mobile messaging, social messaging, and live chat. Acceptance rate is not available if auto-accept or broadcast mode is used for routing. If no work items are offered to or accepted by an agent in the given time period, this metric returns a null value. Acceptance rate is measured at the agent level, meaning this metric returns values for the agent regardless of group filters. Formula: IF (ATTRIBUTE_ADD(SUM(Offer count),[Agent productivity start time - Date]) > 0) THEN 100*SUM(Accepted count)/SUM(Offer count) ELSE 0 ENDIF

Agent productivity attributes

This section lists and defines all attributes available in the Agent productivity dataset.

Attribute	Definition
Group ID	The ID number of the group.
Group name	The name of the assigned group.
Channel	The channel that a capacity value relates to. Possible values include Support, Talk, Messaging, and Chat.
Agent name	The name of the agent.
Agent role	The role of the agent.
Agent ID	The ID of the agent.
Agent email	The email address of the agent.
Agent external ID	The external ID of the agent.
Agent locale	The locale of the agent.
Agent is moderator	Whether the agent is a moderator.
Agent status	Whether an agent is active or suspended.
Agent active	Whether the agent is active.
Agent suspended	Whether the agent is suspended.
Agent organization ID	The organization ID of the agent.
Agent tags	Tags added to the agent.
Agent timezone	The time zone of the agent.
Time - Agent productivity start time	A collection of attributes in different units of time that return when work item capacity was recorded. The start time is recorded when the work item is assigned to the agent.
Time - Agent productivity end time	A collection of attributes in different units of time that return when the end time when work item capacity was recorded. The end time is recorded when the work item is solved or assigned to another agent.