Tracking each instance of when each agent signed on

1 Comments

  • Brett - Community Manager
    Zendesk Community Team

    Hi Jay,

    Hopefully one of our Community Members can jump in and offer some guidance on this custom report you're trying to create.

    In the meantime I did want to provide you with some information I believe you'll find useful:

    If you're on Talk Team or higher you may want to take a look at our Zendesk Talk dashboard metrics as this article lists and defines metrics within the Talk Dashboard. If you're wanting to track how long your agents are online in Talk you'll want to take a look at the Total Online Time metric.

    As for tracking time spent on tickets, you'll need to use the Time Tracking App to capture this data. I've attached our Setting up the Time Tracking app documentation for you as well.

    If you're looking for ways to track when an agent logs into the Support dashboard you'll most likely need to look into a 3rd party integration as this is not possible natively. A possible 3rd party solution would be the Tymeshift App.

    The last bit of documentation I would like to provide is our Insights Recipes Reference which provides a list of useful reports and how to create them.

    I hope this information helps!

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