Zendesk Talk: Allow Reporting on Agent Availability

16 Comments

  • BJ

    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?

    1
  • Jay Kelley

    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.

    1
  • Andy Naylor

    agree this is very much needed :(

     

    1
  • Amanda Ramos

    Agreed we need this feature. It would also be great to report on not only availability, but the other Talk Statuses as well.

    1
  • Lena

    Please make this, it is much needed for us!

    1
  • Kim Sillery

    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 

    0
  • Jeff Von Hendy

    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)

    0
  • Bertram

    +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..

    0
  • Eve-Anne

    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. 

    https://snapcall.io/data-analytics 

    1
  • Avinash Rajkumar Mugali

    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. 

    2
  • Lee Burkhill

    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.

    0
  • Heather Rommel
    Community Moderator

    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....

    0
  • Kyle Clark

    upvote

    0
  • Sydney Neubauer

    Also upvoting as this would help determine which Agents are performing up to standards and who are needing coaching opportunities

    0
  • Julian Franczyk

    +1 Vote from me!

    0
  • Christian Perdikis

    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?

    0

Please sign in to leave a comment.

Powered by Zendesk