Please add timer for the three Status. (Online, Away and Invisible).

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3 Comments

  • Ramin Shokrizadeh
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    Hi Salman,

    Although this isn't something on our immediate roadmap, you can look at using a Chat app like this one to get better time tracking based on the agent answering chats: https://www.zendesk.com/apps/chat/tymeshift-for-zendesk-chat/?source=app_directory

    -Ramin

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  • Salman Ahmed
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    Sir, I am talking about the Online, Away and Invisible Time.

    Our shift is measured on the Online time and if it is less than 8 hours, there comes a half day.

    And due to system limitations I cannot add Tymeshift App. 

    Please add the timers for all the Status. Like how much time I was Online, Away and invisible so that I know about the hours I have to complete for the day to complete my shift.

    They can take the place on homescreen at the right hand top of the page. Three Dots of three colors and the countdown for the day for each dot.

    Thank you so much in advance.

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Salman,

    We have no plans to offer this metic in real time, but the data exists for previous days in agent analytics.

    For reporting, you can export these times in agent analytics in the CSV file. To learn more, read this HC article: https://chat.zendesk.com/hc/en-us/articles/212016698-Monitoring-chat-activity-with-Analytics#topic_abh_tjw_kr

    If you need further help getting the data, please email chat@zendesk.com

    Agent analytics is available in Professional plan and above.

    -Ramin

     

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