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Analyzing agent state and activity



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jul 26, 2024


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21 comments

Any news on when this will be officially released? 

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Do this capture (or is planned to capture) time spent per support ticket, so we can correlate work to worked on tickets? There is a Zendesk Support Apps for this today but it has significant drawbacks and is not very reliable in our experience, but I'm thinking this initiative might enable spent time per ticket in Zendesk Support to become available?

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when I try to create a custom report all I get is this:

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Hi Brighton!

I will create a ticket to work on this with you.

Thank you!

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Hi! 

I am creating a custom report and the seems we don't have the same metrics from the prebuild Dashboard HH:MM:SS. It only shows the time state in seconds. 

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Report for sum of state.

I am trying to create a report that will show the sum of a given chat state (online) for all agents for any given date range. So how many hours was each member of the team in online status for the month of Jan '24. I want to see that on one table.

How can I accomplish that?

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Will you be adding in more options for the drill down showing each state and how much time was under capacity and over capacity?

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Ian Marston I am not considering the drill down at this time. Just the overall report to add to a dashboard.

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Karen Hynes

Zendesk Product Manager

Hi Laura Galvis

In chart configuration -> display format -> SUM(agent time in state/ seconds), select duration as opposed to standard- this should update the table to display HH:MM:SS. Any issues, please let me know. 

Thanks, 

Karen

 

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Karen Hynes

Zendesk Product Manager

Hi Lee Grasso

I have attached a screenshot below which reports on total time each agent spent online in Chat for the month of January. We will look to create documentation for similar use cases for ease of use.

Hope this helps, 

Thanks, 

Karen

 

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Karen Hynes Thank you, that is helpful to see an entire previous month or month to date. But, what if I want to see the sum of time online status for any given date range for each rep. Just the sums, not each day broken out. Like 1/16/24 - 1/31/24 for example.

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Karen Hynes

Zendesk Product Manager

Hi Lee Grasso

You can add another attribute for state start time- week of year, this will provide a weekly summary of agents time in state, you can then apply advanced date filtering (attached below). Hope this helps!  

 

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Karen Hynes

Zendesk Product Manager

We have created a new recipe article linked here which documents the above in more detail. Any further questions, please let me know! 

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How is the Channel 'Support' (under the channel filter) defined?

Does it simply mean the time an agent was logged in to Support?

Also, what does NULL mean in this context?

The reason I ask is that when I filter to Last 7 days, Channel = Support and Agent = Me, the report says Online time is 168 hours. Which equates to 7 days with each day being online for 24 hours. But I have the Team member session expiration set to 8 hours.

Bit confused on how this works.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Chad!

“Support” would cover other channels in the Support UI aside from Messaging, Chat or Talk. So it would count your Web form tickets, Email tickets & etc. 

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I'm checking out the new Dashboard that was released today and it is only showing State Details for 2 of our 76 team members (only filter being used is the date range).  Is data still being migrated in for this new dashboard?  Or why am I not able to see the state of all team members in this dashboard?

 

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Karen Hynes

Zendesk Product Manager

Hi Jennifer Gillespie

Could you raise a ticket please and we will look at investigating this further? 

Thank you! 

Karen

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Hola, cuando se le da programar en el panel, hacia unos destinatarios y no se envia? por que podria ser esto? acaso me podrian ayudar. Es que quiero enviar un reporte diario y que se haga de forma automatica, alomejor tienen una mejor vía y me la pueden comunicar

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Hi All,

there are clear reservations about this evaluation option in our company. In Germany, it is rather unusual and undesirable to analyse or monitor employee activities in this way. Is there a way to delete this dashboard or restrict access? 
The dashboard restriction does not appear to be applicable to this dashboard. https://support.zendesk.com/hc/en-us/articles/5282695803290-Dynamically-adapting-dashboard-data-based-on-viewer

Translated with DeepL.com (free version)

Thank you Frank

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Capacity reporting is currently of no use to us as we can't see any activity related to a ticket, so two agents at capacity would return the same values here but their Solved ticket count could be wildly different. 
Are there plans to incorporate ticket information to these datasets so that we can see the activity of each agent by agent state?

 

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Hello,

What does unified offline mean?  Is idle time counted under unified offline?  I got a report in omni channel for the duration per state and compared it to agent activity in tymeshift. In the example below, tymeshift recorded untracked activity from 18:01 to 19:00, but the omni channel report would have that broken down to lunch and unified offline.

 

Is there a separate state for true ‘idle’ time? the reason why i asked is i am trying to build an occupancy and utilization reports.

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