Zendesk Explore features a prebuilt dashboard to help you monitor your agents’ states across channels. This dashboard gives supervisors the information they need to understand how their agents are spending their time.
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
The two dashboards are similar in layout and purpose, but the dashboard for omnichannel routing customers includes information about unified and custom states in addition to channel-specific states. Any differences between the dashboards are called out in the descriptions below.
Understanding the reports
The dashboard contains the following tabs:
Summary tab
The Summary tab contains reports that give you an overall look at what state groups or agents were in over a specified period of time. You can filter the reports on the dashboard by Date, Channel, Group, Agent name, and Agent state. If you use omnichannel routing, the Channel filter doesn’t appear, and the reports are automatically filtered by the Unified channel value.
Summary tab headline metrics
This tab displays the following headline metrics (KPIs):
- Online time: The total amount of time that the filtered groups or agents were in the Online state.
- Offline time: The total amount of time that the filtered groups or agents were in the Offline state.
- Away time: The total amount of time that the filtered groups or agents were in the Away state.
- Transfers only time: The total amount of time that the filtered groups or agents were in the Transfers only state.
- Invisible time: The total amount of time that the filtered groups or agents were in the Invisible state.
Summary tab reports
This tab displays the following reports:
-
Time in state by day (online and offline): The total number of
hours spent in the Offline and Online states by the selected groups or
agents.
If you use omnichannel routing, this report is called Time in unified states by day and shows the total number of hours spent in the Away, Offline, Online, and Transfers Only states by the selected groups or agents.
- Time in custom states by day (top used). (Appears only if you use omnichannel routing.) The total number of hours spent in the top five custom states by the selected groups or agents.
State Detail tab
The State Detail tab contains a single report that lets you dig further into how agents spent their time. You can filter the reports on the dashboard by Date, Channel, Group, Agent name, and Agent state.
By default, the report is filtered to include only the Online, Away, Transfer only, Invisible, and Offline states (if you don’t use omnichannel routing), or unified online, unified away, unified transfers only, and unified offline states (if you do use omnichannel routing).
If you see gaps in your agents’ state information, you can update the Agent state filter to include the Disconnected and Unknown states, as well as custom states (if you use omnichannel routing). The Disconnected value 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. The Unknown value means that Explore was unable to return a value for the agent’s state.
Additionally, if you use omnichannel routing, the report is filtered to include only the Unified channel by default, but you can update the filter to include other channels as needed.
If you apply a multi-day time filter to this report, the filter applies to both the start time and the end time of an agent state. This means that the Duration column might show more than 24 hours in a given state for a single day. For an explanation of how this can happen, see Why does the State Detail dashboard show a duration of more than 24 hours for a single day?
State Detail tab report
This tab displays the following report:
-
Total time in state: A table that shows, for each agent and each
day, how long the agent spent in each state (including start time, end
time, and duration) for each channel.
If you use omnichannel routing, you can filter this report by both a specific channel (for example, Messaging) as well as the Unified channel. If you do, it’s important to note that the duration of time spent in a per-channel status equals the duration of time spent in a unified status plus any custom statuses that are mapped to that per-channel state. For details, see Why is the per-channel agent status time different than the unified agent status time?
Tip: To see per-channel status each custom status is mapped to, see Viewing unified agent statuses.
Assigned work tab
The Assigned work tab contains reports that tell you the average work items assigned to each agent for all channels and offer and acceptance counts for Chat and Messaging only. You can filter the reports by Date, Channel, Group, or Agent name.
Assigned work tab reports
The tab displays the following reports:
- Average work items assigned (when online): A table that shows agents’ average used capacity while in an Online state per day.
- Max and min work items assigned. The maximum and minimum capacity used by agents each day for the past week.
- Acceptance rate: A table that shows the offer count, accepted count, and acceptance rate for each agent per day, broken out by channel. 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, or if no work items were offered to or accepted by the agent.
21 comments
Clik Rogan
Any news on when this will be officially released?
2
Joel Hellman
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?
6
Brighton
when I try to create a custom report all I get is this:
0
Guido
Hi Brighton!
I will create a ticket to work on this with you.
Thank you!
0
Laura Galvis
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.
1
Lee Grasso
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?
0
Ian Marston
Will you be adding in more options for the drill down showing each state and how much time was under capacity and over capacity?
0
Lee Grasso
Ian Marston I am not considering the drill down at this time. Just the overall report to add to a dashboard.
0
Karen Hynes
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
1
Karen Hynes
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
0
Lee Grasso
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.
0
Karen Hynes
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!
0
Karen Hynes
We have created a new recipe article linked here which documents the above in more detail. Any further questions, please let me know!
0
Chad Susa (Gravity CX - Zendesk Partner)
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.
0
Dainne Kiara Lucena-Laxamana
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.
0
Jennifer Gillespie
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?
0
Karen Hynes
Hi Jennifer Gillespie ,
Could you raise a ticket please and we will look at investigating this further?
Thank you!
Karen
0
Agente2
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
0
Frank Spildener
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
0
D.Fitz
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?
0
GUJU
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.
0