You must have the Agent Workspace to use the dashboard described
in this article.
Explore offers a prebuilt dashboard that displays data about your agents’ states. This dashboard gives supervisors the information they need to understand how their agents are spending their time.
Tip: You can clone this dashboard and customize it to meet more specific scenarios. If you need
something more complex, you can create your own reports using metrics and attributes for agent state and
activities.
This article contains the following topics:
Opening the omnichannel agent state and activity dashboard
The omnichannel agent state and activity dashboard is available in the Dashboards library in Explore.
To open the omnichannel agent state and activity dashboard
- In Explore, click the Dashboard icon (
) in the left sidebar.
- From the list of dashboards, select one of the following dashboards:
- (If you don't use omnichannel routing) Zendesk Omnichannel: Agent State and Activity
- (If you use omnichannel routing) Zendesk Omnichannel: Unified and Custom Agent State and Activity
Understanding the reports
The dashboard contains the following tabs:
- Summary tab: Contains reports about the overall time that a group or agent has spent in a specific state, along with a daily-aggregated report on time spent in online and offline states.
- State Detail tab: Contains a drilled-in report with timestamp-level details about when a group or agent entered and exited states for a given channel.
- Assigned work tab: Contains reports about how much capacity each agent has used for all channels, along with offer and acceptance counts for Chat and Messaging only.
To learn about the available reports on each tab, see Analyzing agent state and activity.
1 comment
Charity St. John
This dashboard has a pre-built metric that is not correct. It contains metrics that are not even used in this dataset to reflect average work items assigned. I see this note: Note: The metrics omnichannel_agent_productivity_capacity_seconds and omnichannel_agent_productivity_agent_online_seconds are used only for calculating average used capacity and can't be added directly to a report.
but how can we confirm this is correct? The formatting in the calculation indicates it is incorrect and there is concern when we cannot confirm the report is working as expected. I am deeply disappointed that the ability to build custom metrics and attributes will force us to different reporting in the future. We have spent hours creating custom dashboards that work to bridge old fields with new fields allowing us to report on a wide range of historical data. Why are these used for calculating average used capacity but not able to be added to a report?
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