Agent Login/Out Activity Report

2 Comments

  • Brian Noble

    This would be helpful. It could simply be added to the audit log.

    1
  • Karthik Sivaswami

    I read in ZenDesk Knowledge Base (KB), that one can get the Agent Login / Logout report, and the following parameters, in the following articles with source references:

    ZenDesk Dashboard Metrics:

    1a. Talk Metric: Total Online Time. Definition: Total time the agent was on a call, in wrap-up mode, or online. See Note 1

    1b. Talk Metric: Time Available. Definition: Total time agent was available to answer. See *Note 1*calls and set to Online. Does not include time on calls or in wrap-up mode.

    *Note 1*: Follow For ZD Talk metrics, ZenDesk Reporting article ID source : https://support.zendesk.com/hc/en-us/articles/214629687-Analyzing-call-activity-with-the-Talk-dashboard to get these metrics

    2a. Chat Metric: Logged In Duration. Definition: Total logged in duration of the agents. See Note 2

    2b. Chat Metric: Online Duration. Definition: Total duration of the agents where agents had online status. See Note 2

    2c. Chat Metric: Away Duration. Definition: Total duration of the agents where agents had away status. See Note

    2d. Chat Metric: Invisible Duration Definition: Total duration of the agents where agents had invisible status. See Note 2

    *Note 2*: https://support.zendesk.com/hc/en-us/articles/206544348-Insights-metrics-reference-Professional-and-Enterprise-#topic_hfx_ndb_x1b

    Please confirm if these are the correct metrics for Agent Login / Logout activity report generation for ZenDesk Talk, and ZenDesk Chat; ASAP.

    Please let me know if you have any questions.

    Thank you.

    Karthikeyan S.

    -1

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