Analytics Enhancements - Agent Status + Agent Missed Chats

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4 Comments

  • Brennan Valenzuela

    +1 for being able to slice data into time segments by agent
    (Similarly, on individual Agent Reports - it would be helpful to see how many chats were served to an agent at a particular time)

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi there,

    Thank you for writing in. 

    We will be looking into providing more analytics on agent status in second half of this year. We are still scoping out which information would be available with this granularity.

    Monitor shows the volume, number of agents online and chats per agent. However, this information is not available retrospectively for a given instance of time. It is not part of our roadmap but we will consider this feedback. 

    I am curious to know how would you use data on number of chat served but not taken by an agent at a particular time?

    - Prakruti

     

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  • Anuchit Khamnoi

    Strongly support that your report need to show agent availability stat where we can see the agents' away, online session. So we can check if they are really supportive to the customers or most of the time, hiding in the away presence. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Hello! 

    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 Analytics CSV report

    More information can be found here

    - Prakruti

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