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
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
- In Explore, click the reports icon (
).
- In the Reports library, click New report.
- 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.
- In the Metrics panel, click Add.
- 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.
- 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? - 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
- In your report, click the Calculations menu (
) and select Standard calculated metric.
- In the Name field, enter a descriptive name, such as Agent time in state in minutes (or hours).
- 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? - Click Save.
- In the Metrics panel, click Add and select the calculated metric you just created.
- (Optional) Remove the Agent time in state / seconds metric.
5 comments
Hutton, Spencer
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.
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Adam Wilson
In step 3 should that be Omnichannel: Agent State [default] in the step and daily in the tip?
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Karen Hynes
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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Charity St. John
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
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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