Reporting on 'Total online time' and 'Time available' metrics

8 Comments

  • Nicole - Community Manager
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    Hi Christine - 

    Are you looking for this in Insights or Explore?

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  • Shirley Mendoza
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    +1 to this

    Is it possible to view the total online time of agents and choose a date range preferably in Insights?

    1
  • Nicole - Community Manager
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    Hi Shirley -

    Are you wanting to see the total online time of all of your agents combined over a date range, or be able to see how much time each agent was online during the range?

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  • Shirley Mendoza
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    Hi Nicole, 

    I would like to see how much each agent was online during a date range because right now, I can only see the total time online and the total available time of agents on a daily basis through the dashboard. 

    I want to generate a report with this data. Thanks!

     

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  • Sebastiaan Wijchers
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    We're talking about Zendesk Talk here right? I think there's a lot of data in the live dashboard that's only available for the current working day, that would be very handy to have available over a longer period for reporting.

    1
  • Brett - Community Manager
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    Hey Shirley,

    The Talk Dashboard will only show you how long an agent was online for that day and unfortunately there's no way to alter this date range. The only relatively close metric available in Insights would be Agent Talk Time or Total Talk Time as mentioned in our Metrics Reference Guide. You can create an Insights report using the above metrics and filter by your desired date range from there.

    If this is something you're interested in I would recommend also upvoting this post to help provide visibility to other users as well as our Product Managers.

    Let me know if you have any other questions :)

    1
  • Jeff Von Hendy
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    +1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. 

     

    If an agent is avoiding calls by toggling into away and back to available really quick, we have no way to capture that unless we witness it.  We factor available/away time into our utilization reports - not being able to report on this at an agent level over time is causing us a bit of a headache

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  • Chris Smith
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    Any update to this? I'd love to have access to historical, intraday reporting (30 minute, 60 minute segments) of agent Available time, Away Time, Offline Time, etc.

    1

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