| Announced on | Rollout on |
| July 23, 2024 | July 23, 2024 |
Zendesk Workforce management (WFM) is enhancing the Agent activity page by allowing you to export agents’ talk activity statuses.
This announcement includes the following topics:
What is changing?
The Agent activity page now displays an Export Talk activity button, allowing you to export a CSV file with information about agents' talk statuses for the selected day.
Why is Zendesk WFM making this change?
This update aims to provide more detailed visibility over your agents' talk activity.
By exporting data on agent status durations into a spreadsheet, you can analyze how your agents allocate their time, pinpoint areas for improvement, and tailor insights to their specific needs.
The generated report also helps you identify patterns in agent behavior over time. You may uncover trends like frequent Away periods or constant switches to Transfers Only state.
These insights can be leveraged to optimize operations and enhance agent efficiency.
What do I need to do?
No action is required. To learn more see Exporting agents' talk activity statuses.
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.