Track and display Agents in Status Available and Unavailable, Invisible



  • Prakruti Hindia
    Zendesk Product Manager

    Hi Alisa,

    Thank you for writing in. Right now, this data is not present in our Analytics reports. The Real- time Monitor (Enterprise only) can show aggregate information on number of agents online, away and invisible at a given time. We are working toward providing reporting on agent status within Analytics as part of our 2017 roadmap. 

    I can see that you would plan to use this information to -

    • identify a time period when agents are not serving chats
    • whether agents are Online in their scheduled time

    Would this impact your decisions on say - scheduling, workforce management etc? Your inputs would help us improve the feature. Thanks!

    - Prakruti

  • Alisa Shakhurina

    Hi Prakruti,

    Thanks for reaching my issue.

    It will be really helpful when you add these stats to Analytics.

    Whether Agent was available as per schedule will impact decisions on WFM (agents should comply with the schedule).


  • Prakruti Hindia
    Zendesk Product Manager


    We recently added agent status reporting in Analytics. Admins can now view 

    • number of agents online across time duration
    • time spent by agents online as part of Activity Breakdown
    • timestamp & duration of time spent by agents online, away and invisible as part of CSV report

    More information can be found here

    - Prakruti


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