As a customer support supervisor, I would like to be able to create automated reports in gooddata to pull 'Total online time' and 'Time available' metrics from Agent's Talk activity. As it is, there is no way to pull these fields using GoodData. It is possible to get this data for 1 day at a time using the API, but I would like to keep track of historical values, and track agent phone activity over time. As it is, we have to manually pull from the API at the end of every day or just copy-paste from the reporting tab in zendesk.
Please sign in to leave a comment.