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Explore recipe: Reporting on agent state



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jun 21, 2024


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5 comments

I wanted to know the avg number of hours each agent was available each day so I made a new metric dividing this custom metric by the number of days the agent was available.

SUM(Agent time in state in Hours) / DCOUNT_VALUES([State start time - Date])

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In step 3 should that be Omnichannel: Agent State [default] in the step and daily in the tip?

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Karen Hynes

Zendesk Product Manager

Adam Wilson the Omnichannel- Agent State Daily dataset provides you with an aggregated daily view whilst the Omnichannel - Agent state dataset provides you with a timestamp view, so therefore if you want to report for the current day, it is best to use the Omnichannel- Agent state as this will be refreshed each hour (subject to Explore refresh rate) with updated timestamp data whilst Omnichannel- Agent State Daily will only be updated at the end of the day to provide the aggregated detail of the duration agents spent in each state for that given day. 

Please let me know if there are any further questions, 

Thanks, 

Karen

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If you follow step 3, the listed metrics and attributes are not available. In order to build this report, you have to be in Omnichannel: Agent state [default]. Perhaps a correction would make it less confusing for others. As it stands, these directions will not result in this report. 

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Erin O'Callaghan

Zendesk Documentation Team

Hi Charity St. John, thanks for reporting this. I've updated the name of the metric to use (Agent daily time in state) when using the Agent state daily dataset. 

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