Agent Talk status for reporting purposes

18 Comments

  • Jenny Gillett

    Hi Dionne, 

    Thank you for your feedback, This is an interesting use case, I can understand why you would prefer to rely on the data coming directly from Zendesk into you your payroll system, unfortunately it is not the direction we are taking the product at this time.  However we are discussing as an enhancement which might help you bridge the gap in the meantime is to have more granular reporting and flexibility around agent status. Meaning agents will have more status options  i.e.  break, lunch, training, meeting etc. rather than just online or offline. I don't have a time frame for this enhancement yet but we will be sure to communicate it when it lands on the roadmap. 

    Hope this helps you. 

    Thanks 

    Jenny 

     

    2
  • Bradley Weismann

    I agree with this. It'd be great to be able to see exactly what time agents log in every day so we can ensure obligations are being met. 

    3
  • Nicole Irschick

    I'm also after stock standard contact centre "adherence to schedule" type reporting.  Furthermore, reasons for being offline should also be available, so you know what's causing time  to be taken off phones.  These should all be available for current day and historical time periods

    2
  • Steve Ross

    A historical state report would not only be helpful in supporting payroll issues, but it solve a lot of other operational needs as well. Being able to see when and why statuses were changed would be helpful in controlling your contact center and knowing what opportunities for improving your team members are, especially when the planning/operational management team is not able to see for themselves what is happening in a 24hr environment.

    A simple example of a report would be 

     

    Agent: Steve Ross

    Report: 1/1/18-1/2/18

    Date - Time                      Status                                         Duration               Changed By

    1/1/18 - 08:59:45             Logged-In/Unavailable                 00:45                    SRoss

    1/1/18 - 08:00:30             Available                                       03:10                    SRoss

    1/1/18 - 08:03:40             OnCall (609-###-####)                 08:12                    System

    1/1/18 - 08:11:52             Unavailable                                   10:00                    SRoss

    1/1/18 - 08:21:52             Available                                       00:04                    JSmith

    1/1/18 - 08:21:56             OnCall....................

    4
  • Josh Ellis

    @Jenny,

    Hello, is there any further development on the timeline this type of feature might be implemented?  

     

    Thanks!

    Josh

    3
  • Jose Gonzales

    Yes! This is an enhancement that is much needed. It would be great if statuses could be customized and reporting was detailed for schedule adherence purposes. 

    The example that Steve gave was wonderful.

    2
  • Kellie Bave

    This is an essential stat that needs to be added. I have a small team and it has come to my attention that one of my agents may not have been in the available status during the time she is supposed to be. I need to know how many hours each day she has been available to take calls. We haven't had talk long and  I did not know this would not be a stat I could report on so I have not recorded her available time at the end of each day via the API. 

    I agree with Steve. This is a stat that needs to be added for schedule adherence. If the data exists in the API at any point it should be able to be reported on per day. 

    Please and Thank You.

     

    5
  • Nicole - Community Manager

    Thanks, Kellie. 

    -2
  • Jose Gonzales

    Hello @ Nicole,

    Is the enhancement @Jenny previously referred to still on the road-map? Do we know exactly what features it will bring and when it may be released?

    2
  • Scot Sunnergren

    It is absurd that a customer service app does not have any way of determining a customer service agent's time in the system. This is desperately needed for proper management of a call center. 

    5
  • Jason McCann

    +1 for determining availability as well as the much needed "unavailable reasons" (meeting, lunch, break, special project, etc).

    4
  • Jose Gonzales

    Do we have any new info on this feature being available @productmanagers???

    2
  • Mike Ryan

    We have a similar use case - if someone has set themselves as Unavailable we want to know why - i.e. are they on a meeting, having lunch, on a mobile phone call, etc?

    1
  • Andrew

    +1 I'd like to be able to trace why calls went to voicemail during business hours, report on % of day that agents were available

    0
  • Nicole - Community Manager

    Thanks, Mike and Andrew. 

    0
  • Wendi Mills

    I would like a report that shows Total Agent Online Time. This is shown under talk but I would like a report that I can view by date. My KPI's are customer satisfaction driven. I require my agents to maintain a specific set online time so that customer calls are answered in a timely matter. If I am not able to capture that data daily then I am not able to go backward and report on it. 

    3
  • Scot Sunnergren

    Zendesk do not seem interested in supplying proper agent management information. For some reason they do not think that people running a customer service group are interested in Workforce Management. They keep telling me to buy the Tymeshift add-on instead of properly embedding these functions within the base software. 

    1
  • Venelin Dimitrov

    Is there any update on this request? This is an essential feature for the proper management of a service desk.

    0

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