Agent Online Metrics

3 Comments

  • Jessie Schutz
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    Hey Scot!

    I'm afraid that this information isn't available in Insights right now. However, you can pull the data out using the API. There's some additional information on this in this Tech Note.

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  • Scot Sunnergren
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    This seems like a fairly basic kind of thing. A customer service manager has to be able to know when his people are working to get decent metrics on how efficiently they are working. The API is all well and good but would require a programmer resource to create anything decent and I would then have two different systems that my agent manager would have to use to get information that should be in your base system. 

    I have been told that Chat metrics within Insight are only a couple months away. Why is there no indication on when we will be able to get very BASIC agent presence information? Is this in the works? Is there somewhere that I can upvote it a thousand times?

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  • Jessie Schutz
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    Hi Scot,

    Because Insights is administrated by our friends at GoodData, we're largely dependent on them and their available resources to be able to get new data points pulled out of Zendesk and aggregated in Insights. I know it's frustrating, and I'm sorry I don't have better news on this for you.

    I checked our Product Feedback forum, and I found two posts that look related to your need:

    If one or both of those hit the points that are important to you, I'd encourage you to add your detailed use case to the comments! If they don't quite make the mark, you can create a new post that describes your exact need. Either way, your use case is really helpful to our Product Managers so they can understand how our customers are using the product.

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