Chat Concurrency : Explore reporting is an incomplete replacement for Insights

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58 Comments

  • Dawn Anderson

    Hi @...

    Sorry to chase, do we have an update on when this is going to be available please? 

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  • Dawn Anderson

    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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  • College Avenue

    Hello, is the report available?

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  • Dawn Anderson

    Hi @... 

    Is there an update on this please including if documentation is ready, can see we still haven't got it in our instance yet?

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  • Nate Fritz

    Hi @...

    I realize that this metric might not be available yet since it's not technically the end of the week, but once it does show up, where will we find it in Explore?

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  • Clay Turk
    Zendesk Product Manager

    Hi everyone, 

    Unfortunately we have run into an issue loading older data, and are working through this with the Chat team at the moment. We don't have a new ETA just yet, but will post here once we do. 

    As for the dataset itself, we will be adding it to the existing Zendesk Chat dashboard, as well as providing a net new dataset. Once the dataset has been loaded for your account you will see this new tab in the default Zendesk Chat dashboard:

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  • Dawn Anderson

    Hi @...

    Any update on this please? Insights is not deactivated so we have no visibility of this data.

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  • Shane Monaco

    Hi Clay Turk,

    Our Reporting team is looking for this dataset as well.  Is there any update or ETA on release?

    Thank you

    Shane

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  • Ethan Chia

    Hi @...,

     

    Hopefully, there's some good news on the availability. This metric is extremely important as we need to forecast our capacity and also understanding our agent's efficiency.

     

    Thanks,

    Ethan C.

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  • Matt Salas

    We're still not seeing this new dataset. Any updates?

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  • Matthew Taylor

    Hi Clay Turk

    Will the concurrent dataset be available via the API when the new data set is released?

    Thanks!

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  • Ramona F

    Hi Dawn! Any update regarding this topic? When we will be able to see the MIN/MAX/AVG chat concurrency per agent, per hour, along with other agent level attributes. Thank you!

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  • Clay Turk
    Zendesk Product Manager

    Hello everyone, 

    I am happy to finally report that we are rolling this dataset out as I type this. We are doing a staggered rollout, and have completed ~30% of accounts so far. Once all data has been loaded we will enable a new pre-canned dashboard tab in the existing Chat dashboard. I will post a link to documentation here when everything is ready.

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  • Shane Monaco

    Hi All

    Is there any documentation on this new dataset that you can provide?

    Thank you

    Shane

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  • CJ Johnson

    The top level comment has changed and no longer has the dates that were present previously, about agent activity, which, if I recall were listed as scheduled to go live in Q2 2022. Can we get an update on when agent activity will be included? This is the thread that I've been told to watch for these updates in. 

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  • CJ Johnson

    Hi Dave Dyson
    That's correct, I'm talking about reporting on what hours an agent was online for chat, and what times did that status change throughout their shift.

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  • CJ Johnson

    @...
    Thanks for the link, but none of the things in that "agent activity" link are what I have been waiting on.  Again, this was called out in the pinned note: 
    I am aware of something that was launched recently for people on Zendesk Enterprise Suite only, but also was pulled immediately down and not returned. Additionally, it had *no* historical status data, only the "live" status.  Are there any updates on when Explore Professional users will be able to see the historical agent status for chat data? 

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  • CJ Johnson

    We're now days away from the end of Q2. Are there any updates on when the promised chat dataset for reporting agent statuses will be released? 

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  • CJ Johnson

    Dave Dyson Any chance we could get an update on when agent status will be available? 

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  • Vincent Dollet

    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

    -1
  • Clay Turk
    Zendesk Product Manager

    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.

    -1
  • Clay Turk
    Zendesk Product Manager

    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.

    -1
  • Clay Turk
    Zendesk Product Manager

    Hi Dawn, 

    We are loading all available data, so your account's historical data will be present as well. The documentation is being finalised now and will be shared once ready. The dataset will provide the MIN/MAX/AVG chat concurrency per agent, per hour, along with other agent level attributes. 

    -1
  • Clay Turk
    Zendesk Product Manager

    Hi all,

    We are still working through issues with the Chat APIs, but due to be testing the latest change this week. If all goes well we should be able to provide a more meaningful update around timing shortly thereafter. We really appreciate your patience here, and will post an update as soon as possible.

    Clay and the Explore team

    -1
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Shane Monaco, yes there is! The Chat Concurrency dataset section of the Metrics and attributes for Zendesk Chat article has the details about this new dataset.

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  • Clay Turk
    Zendesk Product Manager

    Hi everyone, 

    We are aiming to complete loading the dataset for all accounts by the 17th of December. As we are progressively loading, some accounts will already have the dataset and can use it to create custom dashboards. The default dashboard for this dataset will be released once all accounts have been loaded.

     

    -1
  • Clay Turk
    Zendesk Product Manager

    Hi all,

    We had delays due to the holidays and an end of year code freeze. However, we are back on track now, and at the moment loading is estimated to be completed by the end of the month. 

    -1
  • Dave Dyson
    Zendesk Community Manager
    Hi CJ,
     
    The current state of the Agent Activity and Agent Concurrency tabs are documented here:
     
    Are you talking about agent activity data that's not included there? Just want to make sure I understand. Thanks (and sorry if that's an aggravating question)
    -1

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