Agent "Total Online Time" reporting.

Planned

75 Comments

  • Micah Lowe

    I've been with Zendesk for about 5 years.  It's a terrible company in terms of customer support (which is ironic).  Plus, they nickel and dime you.  

    I've been checking this thread every few months to look for an update on the "We are working on it" posted TWO years ago.  

    Then I realized something...

    Here is my opinion: Zendesk doesn't want this metric because it will allow teams to become more efficient and require fewer seats.  Immediately equals less money for Zendesk.  Fewer seats and more efficiency = less money.

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  • Nick Wurm

    Micah Lowe

    EXACTLY

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  • besinah

    We need this for chat as well. I can use the CSV files from chat analytics to get the time spent in different statuses, but the whole point of having Explore is to have all the metrics in an easy to use dashboard for reporting. Really hoping this will be available soon.

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    This comment has been edited by the Zendesk Community Team to remove links

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  • Austin Beck

    This is great news!  Can you enlighten us as to when H2 is or when this functionality will be available? 2 years is a long time to wait and I am ready to leverage this data to drive our performance.

    Thanks!

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  • Nicole Saunders
    Zendesk Community Team

    Hi Austin - 

    We can't share specific dates for product deliverables, but H2 refers to the second half of the year, which would be July-December. 

    Obligatory disclaimer: as with any and all product updates shared in the community, timelines are subject to change without notice. 

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  • Mark Wiles

    Now that our team will be remote for much of the time in the future, these data will be essential for helping us document that our team is engaged as needed regardless of location.  Thank you.

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  • Jahn Jerenz Bronilla

    2 years have passed but we still haven't got this feature yet or atleast exact date as to when this will be implemented. 

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  • Dave Dyson
    Zendesk Community Team

    Hi Jahn, I just want to make sure you saw John Costello's official comment – improvements are planned for the second half of this year.

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  • Kelly Johnson

    Will this include historical data that shows the number of calls waiting in queue either on-hold or waiting for a callback for queues? I'm looking for analytics against the highest points of the day for call volumes. For example, we can say things like "yesterday we hit the ceiling of 50 calls waiting 37 times"   etc. 

    Also, I would like to know the historical information of calls outside the "open" queue time. SO our queue opens at 7am - but how much are people calling before the 7am opening and after 4pm closing?

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  • Austin Beck

    Good morning,

    As we are now 2 months into H2 is there any additional insight that can be provided regarding a release date for this change?

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  • Mark

    I do not see the feature 3 years later after sooooo many people voice out their concerns. The feature is a must and basic, I do hope Zendesk can take users seriously.

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  • Jahn Jerenz Bronilla

    Hi Dave Dyson - saw the post from John Costello but I think we need more concrete answer now as to when this will be implemented. We apparently don't want to wait for something that does not have an assurance to be implemented in the near future. Please understand our frustrations regarding this matter that was raised more than 2 years ago now.

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  • John Costello
    Zendesk Product Manager
    Hi Jahn Jerenz Bronilla and everyone else on this thread. 
     
    John Costello here again, I wanted to give you another update on our progress here.
     
    For our Live Agent Performance Data (which we are very excited about)
    • Which if you remember from my post will allow Cx Supervisors in real-time to dig into the performance of their Agents working the queues in the different channels. 
    We are actively working on this new feature set, however it's complex, therefore we are now targeting a Q1 2022 GA launch, but there's more work to do before we can set a firm date.
     
    For our new Historic Agent Status Dataset. Which will come with its own prebuilt dashboard giving you:
    • Agent activity over a period of time which can be analysed and used to improve service levels and agent productivity.
    • Actual activity vs. scheduled activity can be compared to assess agent performance and help make better resource forecasts in the future
    This Historic dataset is now targeting Q2 2022 for GA.

    I hope this has given more clarity on our plans and as I said previously, this is only the start for our journey for Omnichannel Monitoring and will have a lot more to come after this initial GA. 
     
    Best Regards
     
    John Costello
    Explore Product Manager
    -1
  • Austin Beck

    So....

    H2 2021 has now become Q2 of 2022. I am starting to lose faith that a request from 3 years ago will actually be addressed. Fells like Zendesk just keeps kicking the bucket...

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  • Jahn Jerenz Bronilla

    Apparently there's nothing we can do than to wait....................

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