Agent online time

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11 Comments

  • Jessie Schutz
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    Welcome to the Community, Wendi!

    I'll see if I can find someone who can help you out with your question. :)

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  • Terrence
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    Hi Wendi!

    Reviewing your question, I see you have an open request with us here in support. Is this post related to the same inquiry of reporting on Talk online time? Appears it might be, in that case please refer to the open request you have.

     

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  • Jessie Schutz
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    Hey Wendi!

    I see that you were able to get assistance in your ticket; definitely let us know if you come up with a process that works for you!

    Otherwise, let us know if you need anything else. :)

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  • Comment actions Permalink
    Hello, I want to refer to the same question of X. What I particularly want to see is a report for chat agents, showing how long it was in connected, invisible or absent state.

     

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  • Jessie Schutz
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    Hi Diego! Welcome to the Community!

    In case you haven't seen it, you can report on chat agent activity using Chat Analytics. Agent activity data is available on the premium chat plan. Hope that helps!

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  • Mayra Carvajal
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    Hello, I would like to know the answer to this question. I want to pull how many hours my agents are online with talk. 

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  • Patrick Bosmans
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    Hello Mayra, 

    I am posting the response from Wendy's ticket for visibility and a link to the feedback section where she was directed.

    The "Total online time" and "Time available" metrics aren't available in Insights to report on further, unfortunately. The Talk reporting dashboard (accessed by clicking the Reporting icon () in the sidebar and then selecting the Talk tab) is the only location within Zendesk where reporting shows Agent availability data like the total time they have spent online and the time have been available to take calls and only for the current day. If you'd like more info on the Talk metrics that are available within Insights, see Insights metrics reference (Professional and Enterprise).

    Feedback forum:https://support.zendesk.com/hc/en-us/community/posts/115001201647-Agent-Talk-status-for-reporting-purposes

     

     

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  • David Garceau
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    +1, there has to be a simple way to report on agent "time online" and "time available" in talk. How are we supposed to know how effective agents are if we don't have any historical report to show if they were even logged in as available!

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  • Nicole - Community Manager
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    Hi David,

    I encourage you to post your feedback around these reporting needs to the Explore Product Feedback forum as Insights/GoodData will no longer be receiving new features or datasets, but Zendesk Explore is consistently being improved upon.

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  • Dennis Day
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    Hello,

    I am able to retrieve the current day's talk data via the API.  I currently gather this data each day and store it.  However, I do not see a way to do this for chat data.  Is there a way to gather this information for chats that I am not seeing?  For talk, it is the following endpoint in the API: https://company.zendesk.com/api/v2/channels/voice/stats/agents_activity.json

    I would love to see a similar endpoint for chats.  Perhaps https://company.zendesk.com/api/v2/channels/chat/stats/agents_activity.json

     

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  • Brett - Community Manager
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    Hey Dennis,

    I went ahead and replied to your post here: Monitoring real-time chat metrics

    As it turns out, it doesn't look like the Chat API can accomplish what you're looking for at this time.

    I'll be sure to pass this feedback along to our Chat Product Managers so they're aware of this need.

    Cheers!

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