Explore recipe: Reporting on maximum capacities with omnichannel routing

In this recipe, you’ll learn how to use Explore to determine whether an agent’s maximum capacity is set appropriately as part of omnichannel routing. Based on the report’s results, you can create or update capacity rules as needed. Setting appropriate maximum capacities helps you strike a balance between achieving required service levels and ensuring your agents aren’t overloaded.

This recipe contains the following topics:

• What you’ll need
• Creating the report
• Interpreting the report

What you’ll need

Skill level: Beginner

Time required: 10 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Omnichannel routing activated (see Turning on omnichannel routing)
• Support ticket activity, messaging ticket activity, or Talk call activity

Creating the report

You’ll create a report that shows the average used capacity for an agent or group of agents for a specified period of time. This information can be used as the basis for deciding their appropriate maximum capacity in omnichannel routing.

To create a capacity report for an agent or group

1. In Explore, click the Reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Omnichannel > Omnichannel - Agent productivity, then click Start report. The report builder opens.
4. In the Metrics panel, click Add and select Agent avg used capacity.
5. If you’re reporting on a single agent, change the metric aggregator to MAX. If you’re reporting on a group, leave the metric aggregator as AVG.
6. In the Columns panel, select Agent productivity start time - Date.
7. In the Filters panel, select and configure the following attributes. For help, see Filtering by an attribute in the Filters panel.
   
   • Channel: Select the channel you want to view capacity for.
   • Agent name or Group name: Select the specific agent or group you want to view capacity for.
   • Agent productivity start time - Date: Select the period of time you want to view capacity for.

Interpreting the report

This report shows whether an agent is hitting their maximum capacity as currently set in a capacity rule for omnichannel routing. If they are:

• Their maximum capacity could be increased, assuming the agent doesn’t currently feel overworked.
• More agents might be required to reduce the load on individual agents.

Note that this report shows the agent going over their maximum capacity only if:

• They had been manually assigned tickets.
• Tickets that were in a status of Pending or Solved were reopened due to an end-user response.

In the example report above, the agent initially had an average used capacity of one messaging conversation. More recently, however, they were managing a maximum of two active messaging conversations.

If the agent didn’t feel overworked, you could assign them to a capacity rule that gave them a maximum capacity of 2 or 3 messaging conversations to ensure they’re challenged but not overloaded.