Chat Concurrency : Explore reporting is an incomplete replacement for Insights
PlannedWe use the chat concurrency data in insights. The data is so far unavailable in Explore. We use this data extensively to manage agent performance, with the move to Explore at the end of 2020, it is so far not replacing features that we depend on to manage our operation. We are therefore losing key metrics and features with the change.
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Official comment
Hi all,
Just wanted to confirm the rollout is complete, and the pre-canned dashboard tab has been enabled on the existing Chat dashboard. You can read our updated documentation via this link.
Additionally, thanks for the feedback so far. We are somewhat limited in the data we can report on with this dataset due to the source data we are ingesting and how it is being aggregated. We have a few small changes that will be made in the coming weeks to address some of the calculation issues, but won't be able to add additional filtering at this time. -
Hi Robert,
Thanks for reaching out.
We are planning to launch new datasets in 2020, amongst which a new dataset 'Chat Agent Activity' which will enable you to report on chat concurrency.
Kind regards
Vincent
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Hi Vincent,
Do you know when this data set will be released?
Agent concurrency is the number 1 request we have from our contact centre.
David
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Hi Vincent
Do you have any indication as to when this new dataset will be available?
Kind Regards
Brandon
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Hi @..., @...,
While this dataset is committed in 2020, we are still working on a the availability timeline. We'll get back to this thread as soon as the plans firm up.
Many thanks for your continued patience,
Kind regards
Vincent
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Great to hear you're making progress with this. We're working towards being off Insights for the end of the calendar year - as per the advice we've had from Zendesk.
The problem I'm presented with is that I can't adequately articulate a plan for this to my organisation; given the gap between Insights data and Explore data is still very apparent for such crucial contact centre metrics. It still is not clear exactly what metrics we will lose forever.
The guidance of 'in 2020' isn't giving nearly enough for me to reassure my organisation that there is an appropriate plan in place for each metric currently supplied in Insights.
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Hi @..., I fully appreciate that you need more detailed information (availability timeline, scope) for these datasets. We're actively working on that plan and will share it as soon as it is finalised. Many thanks for your patience.
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+1
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Hi, is there any update on this?
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Thank you for the feedback, @... and @...
My apologies for the belated reply. We fully understand that Chat agent activity is important for evaluating the performance of your teams. Our goal is to enable this type of reporting in Explore in H2 2020.
We are actively working on improving data parity with Insights. At the moment team is implementing Answer Bot and Talk dataset enhancements. -
Hi, is there any update on chat concurrency insights?
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Hello, do you have a release date or time frame as to when we will have insights into concurrency?
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Any update on when this will be released?
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Good news! We are starting work on this dataset very soon, and targeting a release by the end of the year. Thank you all for the patience here.
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Brilliant news Clay! Look forward to seeing more on this, thank you for the update!
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Hi Clay,
Are you closer to a concrete release date for this 'Chat Agent Activity' dataset in Explore? Not to ask the same question as those above, but I know this is important data for many people that we can't afford to lose after Insights is retired in Feb. If I can't feel confident in an EOY release, I will have to pursue other options, so the earlier I know the better.
Thank you!
-Christian
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Hi
We are after this data also please, any updates please?
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Hello all,
We are actively working on getting chat concurrency data added into the Chat dataset, and still targeting the end of the year. However due to the holiday code freeze this may slip into early January. Either way, we will not turn off Insights without this data being available in Explore.
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Thank you for the update, Clay.
To confirm - when you say "chat concurrency data", will this include all the metrics currently belonging to the "Chat Agent Activity" dataset, such as Logged in / Online / Chatting Duration by agent?
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HI Clay
Do we have any updates on this please?
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Hello everyone,
We are very close to to getting chat concurrency metrics added into the Chat dashboard. We will be providing hourly aggregates of chat concurrency; pre-calculating the min, max, and average per agent.
We already provide the engagement duration per agent in the current Chat dashboard, as you can see below:
As for showing agent status, we will be providing this data on our Live dashboards first, and adding a cross-product historical version later this year. This will provide insight into agent status across chat, talk and support; giving you a complete picture of each agent's activity.
Thank you all for your patience, and happy new year. -
Hi @...
This is great news and something we really need! Have we got any dates on when this will be in production please?
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Hi Clay,
This rollout strategy is unfortunately disappointing for me. The live dashboards are unaccessible to long-time customers on legacy Enterprise plans, and the newer pricing models are cost prohibitive for us to upgrade.
Rolling out to live dashboards first is not a fix for all of your customers, including long-time, loyal customers like ourselves.
Thanks,
Chris
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Hi I would be interested in that update too.
Thanks,
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Hi @...
Is there any updates on when this is going live?
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About a week before the extension from Insights to Explore runs out, any word on when this dataset will be available?
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Hi Team
Any update on this please?
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Hi @...
Sorry to chase, do we have an update on when this is going to be available please?
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Hi Everyone,
I know you have all been waiting a long time for this dataset, and I am happy to announce that the rollout is finally starting today and should finish loading for all accounts by end of next week. I will let post back here if that timing changes at all.
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Hi @...
This is great news - will we be able to retrospectively apply this dataset or is it only from a certain date that we can use (if so, what is the date please).
Also, is it possible to share the dataset that will be available please?
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