Explore recipe: Reporting on agent state

In this recipe, you’ll learn how to report on agent status. This helps you understand how your agents are spending their time.

Tip: To see the prebuilt reports that are available for agent state, see Analyzing agent state.

This article contains the following topics:

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

What you’ll need

Skill level: Beginner

Time required: 5 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (See Giving users access to Explore)
• Agent workspace turned on
• Agent state data

Creating the report

You can create a basic report on agent state and then filter the results to see only the data you’re interested in.

To create the report

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 state daily, then click Start report. The report builder opens.
   Tip: If you want to report on data for the current day, use the Omnichannel - Agent state dataset instead.
4. In the Metrics panel, click Add.
5. From the list of metrics, select Agent daily time in state.
   Tip: If you're using the Omnichannel - Agent state dataset, use the Agent time in state / seconds metric instead.
6. In the Rows panel, add the following attributes:
   • State start time - Month (available only in the Omnichannel - Agent state dataset)
   • State
   • Channel
   • Agent name (or Group name)
   Tip: When you add the State attribute to a report, you must also always add the Channel attribute. If you don’t, the time spent in per-channel states is counted multiple times. See Why is the per-channel agent status time different than the unified agent status time?
7. Filter any of the attributes you just added to focus the report’s results on the data you want to see.

Enhancing the report

By default, the Agent time in state metric is calculated in seconds. To display the time in minutes or hours instead, you can create a standard calculated metric.

To create the standard calculated metric

1. In your report, click the Calculations menu () and select Standard calculated metric.
2. In the Name field, enter a descriptive name, such as Agent time in state in minutes (or hours).
3. In the Formula field, enter the following formula:

   SUM(Agent time in state / seconds)/60

   If you want to display the time in hours, use this formula instead:

   SUM(Agent time in state / seconds)/60/60

   Tip: If you're working in a language other than English, see How can I convert formulas from English into another language?
4. Click Save.
5. In the Metrics panel, click Add and select the calculated metric you just created.
6. (Optional) Remove the Agent time in state / seconds metric.