Seeing live agent status with Explore: Use cases

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3 Comments

  • Tobias Hermanns

    How can I save such Drill in modifications?

    How can I see it on a Dashboard without Drill-in?

    Thanks!

    0
  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Tobias, 
     
    Thanks for reaching out! 
     
    Once you enable the Drill in option on. your reports, this will automatically be set depending on what attributes you chose. Drill in enables you to refine the results of your Explore report by slicing metrics using extra attributes you choose or by allowing the report viewer to choose from a range of attributes. For example, you create a report showing all of your tickets by assignee name. You could configure drill in to additionally display the status for each ticket or add an optional attribute for the ticket channel.
    This article contains the following sections:
     
     
    Hope that helps! 
    0
  • Ian Marston

    Within the agent status drill-in, we would like to be able to filter by group and brand please?

    At the moment we can only filter by:

    Additionally, outside of the drill-in, on the normal filters for LIVE, we would like to be able to select more than 5 groups

    0

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