Zendesk Talk: Allow Reporting on Agent Availability
At this time, only real time reporting is available for Agent availability in the Talk Dashboard. It would be store this data so that the agent Total Online Time and Time Available can be tracked. With the current functionality, it requires someone to log in at the end of day (not ideal when you have coast to coast support) to retrieve the day's metrics manually.
Unsure if this topic was posted, but wanted to follow up on this thread initiate 2 years ago - https://support.zendesk.com/hc/en-us/articles/115006250347-Can-I-report-on-agent-availability-in-Zendesk-Talk-
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I also would really like to have this data where we could review for a set period of time. Having to grab it manually every day is not ideal. Can you provide an update on this request?
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I need to be able to pull historical availability to understand staff levels, when I need to add staff or eliminate staff. Historical availability/occupancy is something I've always used for performance management and staff modeling for call centers.
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agree this is very much needed :(
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Agreed we need this feature. It would also be great to report on not only availability, but the other Talk Statuses as well.
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Please make this, it is much needed for us!
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This is a vital feature of almost any call center. Our reps are held accountable for their availability and time in status- being able to pull this as a monthly report is extremely necessary
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This.
Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).
Seconding Amanda's request for reporting on all statuses -- I'd also like to know how many times an agent manually went into each status (in case someone is toggling quickly to avoid calls)
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+1 totally agree, this is a major missing KPI, which is basic and has to be available.
Honestly I am shocked, that - especially with just 3 different status sets - there is no chance on reporting this.
Never expected these to be missing - will be a crucial factor deciding wether I extend our suite plan..
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Basically, there is a solution, with a tool available on the MarketPlace. Its Snapcall. All those KPI's are available on live but also can be reported and downloaded, or pushed to a CRM or linked to a Google Analytics. Easy, and so much more data. Cheers.
Bertram, Jeff Von Hendy, Kim Sillery, Lena, Amanda Ramos, Andy Naylor, Jay Kelley & BJ
Wish you a good day to everyone.
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Agreed! We need to know the total time an agent was available for any period of time we want to draw historical context. This is a basic hygiene metric for a call talking support organization. It helps us know the distribution of workload and also if someone is not adhering to the timelines set.
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This is such a basic feature which is missing. We've had to move our entire call centre into Zendesk Talk ahead of schedule, and we're struggling to track this. Each of the call centre team leaders have to manually record each agents online/away time from the Talk dashboard at the end of the day which is ridiculous.
Luckily we're a small call centre (around 50 agents), but I could see this being a major problem for larger ones.
Starting to think Zendesk Talk was not a good idea and we'll most likely look to go with an alternative solution.
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Upvoting here also. We would like to see if there's a pattern in agent availability. Not all Zendesk accounts have developers on staff to pull the API and maintain a separate report....
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upvote
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Also upvoting as this would help determine which Agents are performing up to standards and who are needing coaching opportunities
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+1 Vote from me!
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We rely heavily on 'Chat Agent Activity' metrics, which I am learning is not an available dataset in Explore like it was in Insights. What are my avenues for continuing to access this data once Insights is discontinued?
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+1 (for many many many years...)
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Yes Please!
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I would like to see this as well. This could show us how many people were logged in at any given interval AND available to accept an inbound call. It would be very helpful in figuring out where we are having capacity issues.
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We would really appreciate having this feature available so it's easier for agents to see who's available, it would be easier to mitigate situations where everyone is "away" for longer periods of time.
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Is there any update on this thread? I'd have to agree with most comments above that this is a must for all service desk managers to review their agents. Thank you.
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+1 here. Hard to believe this isn't a native option. Please address this ASAP, Zendesk!
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Another +1!
Use case: Our team doesn't necessarily track metrics like available time, but we rely heavily on these and similar metrics in cases where we need to validate the times that an Agent was and was not available in ZenDesk Talk.
Please please please incorporate this into ZenDesk Explore!
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