| Announced on | Rollout on |
| April 11, 2024 | April 11, 2024 |
We are so excited to announce the general availability release of agent productivity historical reporting in Explore! This release enhances the agent state and activity dashboard to enable supervisors, team leads, and admins to gain a better understanding of their agents' productivity through data relating to work items offered and assigned to agents. This feature is available for both customers who have omnichannel routing enabled as well as customers who have yet to enable this functionality.
This announcement includes the following topics:
What's changing?
We're enhancing the prebuilt Zendesk agent and activity state dashboard with agent activity data and releasing a corresponding Agent productivity dataset in Explore.
Why is Zendesk making this change?
We’re introducing this new dataset to enable supervisors to use Explore to monitor and report on their teams’ capacity and workload volume across channels. This dataset supports capacity metrics for Support, Messaging, Chat, and Talk, and acceptance metrics for Messaging and Chat. The functionality also supports omnichannel routing customers. Providing these metrics continues our journey in offering a more comprehensive, agent-level reporting experience.
This new dataset allows you to:
- Gain insight into agents’ workload to enable supervisors to better comprehend team performance.
- Make data-driven decisions in relation to workload volume and, as a result, staffing across channels.
- Aid training and professional development conversations between supervisors and their teams.
This dataset also allows you to create your own reports that provide an in-depth look at the productivity of your agents, customized to your needs.
What do I need to do?
For customers on Professional plans and higher with Agent Workspace turned on, the dataset will be automatically available in your account. Alongside this, we have enhanced our existing omnichannel agent state dashboard with this information to provide a more comprehensive overview of how your agents are spending time.
To learn more about the dashboard enhancements, see Analyzing agent state and activity. To dig deeper into the available metrics and attributes, see Metrics and attributes for agent state and activity.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.