Announcing agent state historical reporting

Announced on	Rollout on
January 29, 2024	January 29, 2024

We are so excited to announce the general availability release of agent state historical reporting in Explore! This release encompasses a dashboard alongside two datasets to enable supervisors, team leads, and admins to gain a better understanding of how agents are spending their time.

This feature is available for both customers who have omnichannel routing enabled and customers who have yet to enable this functionality.

This announcement includes the following topics:

What’s changing?
Why is Zendesk making this change?
What do I need to do?

What's changing?

We're rolling out a new prebuilt Zendesk Agent State dashboard and the following corresponding datasets in Explore:

Note: The EAP version of this functionality included an Agent capacity dataset that isn’t currently being released. We plan to release an updated version of this dataset in the near future with additional metrics. For details, see this EAP Community section.

Why is Zendesk making this change?

We’re introducing these datasets and the prebuilt dashboard in order to enable supervisors to use Explore to monitor and report on their teams’ adherence across channels. This initiative supports the Messaging, Chat, Talk, and Support products by reporting on per-channel agent metrics. The functionality also supports omnichannel routing customers with unified and custom agent states.

Providing these metrics is the first step in centralizing this information in Explore and offers a more comprehensive, agent-level reporting experience.

This new dashboard and accompanying datasets give you insights to:

See detailed agent state information to complement performance and workforce management decisions.
Make data-driven decisions in relation to staffing adherence and scheduling across channels.
Aid training and professional development conversations between supervisors and their teams.

The datasets allow you to create your own reports on the time your agents spend in different states, customized to your needs.

What do I need to do?

For customers with Agent Workspace enabled on Professional plans and higher, the dashboard and datasets are automatically available in your account.

To learn more about the new dashboard, see Analyzing agent state. To dig deeper into the available metrics and attributes, see Metrics and attributes for agent state.

If you have any product feedback about this feature, or another area on Explore, we would love to hear from you! Please create a new post in our Explore forum using this template to share your thoughts; our product feedback team will log and review every piece of feedback that comes through.