Greater Detail with history of events

Answered

3 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Brennan,

    Thanks for the feedback. I can understand why having the timestamp and the clickable links could be useful for managers.

    Can you elaborate on what you want to achieve by being able to go back further and export the data? What question(s) are you trying to answer?

    -Ramin

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  • Brennan Valenzuela

    I'd like to understand the history of the day, the order of events.

    I want to know who are the agents that are proactive, who is cherry picking and generally get a feel of how the day flowed. 

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks Brennan, sounds like you want more of an account audit log that lets you see all the actions across the agents. That moves beyond the Recent Web Activity feed.

    Other large/enterprise companies have asked for this feature and we are exploring what we can do but nothing on the roadmap for the next 6 months to address it.

    For the time being, some of the questions you are asking around agent productivity can be done using the agent reports or get agents to tag proactive chats and look at the tags usage.

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