Chat Concurrency : Explore reporting is an incomplete replacement for Insights

Planned

57 Comments

  • Official comment
    Clay Turk
    Zendesk Product Manager

    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.

  • Clay Turk
    Zendesk Product Manager

    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.

    3
  • Christian Perdikis

    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

    2
  • Chris Wilson

    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

    2
  • Sarah Pham

    Hi I would be interested in that update too.

     

    Thanks,

    2
  • TEST admin

    About a week before the extension from Insights to Explore runs out, any word on when this dataset will be available? 

    2
  • Kelsa Henry

    Hi Clay,

    I thought I should also put this feedback on this dataset here on your radar as the product manager.

    I'm glad that this data set is finally rolled out. My concern is however the number of fundamental /obvious limitations with it. 

    1) Unable to view by Department
    We are unable to view/filter this chat concurrency by department. My account has over 20+ department, 1.5k agents - working in various departments. How can I simply view average concurrency at a departmental level? 

    2) Unable to view this Chat Concurrency in relation to Agent Maximum Chat Limit Set on their Profile. 

    Each agent had a Chat Limit set on their profile. How can I view their chat limit and other metric e.g. average wait time, number of chats served in relation to their Chat concurrency? That way I can easily determine trends ect. 

    3) Dataset rendering 0 values  results

    According to the definition - the dataset should render results for agents who had AT LEAST ONE chat WITHIN THE HOUR. The below is for days of the month yet it renders below 1. My question is why are we seeing 0.56, 0.45 for example in our results? What does that mean? Is this even rendering accurate information? See below.

    "Chat Concurrency dataset

    The Chat Concurrency dataset contains metrics and attributes that relate to your agents’ handling of concurrent chat engagements. We only show data for agents who had at least a single chat within the hour. Chat agents who were signed in and available but did not accept any chats will not be reflected.

    Your feedback, solutions and their timelines on this would be greatly. 

    regards 

    2
  • Stephen Belleau
    Community Moderator

    Kelsa Henry +1 to your fantastic post. We have all of the same questions and concerns.

    For anyone else who comes along, I'll share some of what I found after doing some digging.

    1) Unable to view by Department

    This would be really nice to have natively. If you are in desperate need of this though, you have a couple of options.

    - Are your chat agents-to-departments 1:1? If so, create a custom Group attribute for Agent Name. You can group each agent together in the appropriate department and use that as a row/column or filter.

    - If your agents are many-to-one, you can look at creating custom Set attributes for Agent Name instead. Unlike custom group, you would need a separate Set per department. Using a Set in this way will restrict the query to agents within that set, so unfortunately you can only look at a single department per query. 

    Obviously these require constant maintenance as agents come and go, so it's really not ideal. But it's something  ¯\_(ツ)_/¯

    2) Unable to view this Chat Concurrency in relation to Agent Maximum Chat Limit Set on their Profile. 

    Right - potentially a similar workaround to the above using custom group attributes. 

      • Example: Group called "Chat limit 3" containing each agent who has chat limit of 3. Group called "Chat limit 2" containing each agent who has chat limit of 2.
      • Then, custom metric - I have not tested but it could look something like:
    IF (
    CONTAINS([Agent name],[Chat limit 3])
    ) THEN AVG(Average chat concurrency) / 3 (or whatever calculation you need to do against the limit of 3)
    ELIF (
    CONTAINS([Agent name],[Chat limit 2])
    ) THEN AVG(Average chat concurrency) / 3 (or whatever calculation you need to do against the limit of 2) 
    ELSE
    AVG(Average chat concurrency)
    ENDIF

    I'm not the best at math. I don't know if dividing by chat limit is actually what you want to do. But hopefully someone finds this useful.

    3) Dataset rendering 0 values  results

    cc: @...

    I found a couple of things to be particularly "off" here. 

    1. From what I can tell, minimum concurrency is always 0 if the agent had even a single minute during the hour with 0 chats. That could be pulling down the average and explains Kelsa Henry's chart where every date has an avg of less than one.

    Mind you, I don't think it would be appropriate for minimum to be at least 1 either. What if the agent did spend the majority of the hour with 0 chats and only got one at the end? Either way, we need more granularity. Checking concurrency once per hour simply cannot provide meaningful data.

    Okay, let's look at the opposite end of the scale. I found that the maximum concurrency was frequently HIGHER than the agent's actual chat limit. After some digging, and comparing against chat history for those specific hours, I see two issues:

    1. When chats are queued, as soon as the agent's chat ends, they are routed a new chat. Because this happens in the same minute, it is counted as concurrent even though they actually are subsequent.

    2. Perhaps the more serious flaw and hopefully the easier one to fix - I observed that the concurrency appears to be measured by the chat's start time! NOT when the agent actually joined the chat! 

    @... You mentioned some potential upcoming fixes to some calculation issues. Is this by chance on your radar already? Can you clarify what those fixes will be?

    Thanks!

    2
  • Robert Brindley

    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.

    1
  • Phil Crump

    +1

    1
  • Lauren Williams

    Hi, is there any update on this?

    1
  • Claudia Ruffini

    Hi, is there any update on chat concurrency insights?

    1
  • College Avenue

    Hello, do you have a release date or time frame as to when we will have insights into concurrency?

    1
  • Mani Berenji

    Any update on when this will be released?

    1
  • Dawn Anderson

    Hi

    We are after this data also please, any updates please?

    1
  • Clay Turk
    Zendesk Product Manager

    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.

    1
  • Christian Perdikis

    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?

    1
  • Dawn Anderson

    HI Clay

    Do we have any updates on this please?

     

    1
  • Dawn Anderson

    Hi @...

    This is great news and something we really need! Have we got any dates on when this will be in production please?

     

     

    1
  • Dawn Anderson

    Hi @...

    Is there any updates on when this is going live? 

     

    1
  • Dawn Anderson

    Hi @... - I'm waiting like you on this :)

    @... - any updates please as it's been quiet on this front for a while now.

    1
  • Vadim Kotenko

    Hi Clay,

    Do you have any new ETA when the chat concurrency dataset will be available?

    Thanks, 

    1
  • Yvonne Au

    Hi @... 

    Just wondering if there were any updates on the rollout progress as I still cannot see the dataset on our account? 

    Many Thanks.

    Von

    1
  • David Ferguson

    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

    0
  • Brandon Bishop

    Hi Vincent

     

    Do you have any indication as to when this new dataset will be available?

     

    Kind Regards

    Brandon

    0
  • Vincent Dollet

    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

     

    0
  • Vincent Dollet

    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.

    0
  • Eugene Orman
    Zendesk Product Manager

    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.

    0
  • Harriet Klymchuk

    Brilliant news Clay! Look forward to seeing more on this, thank you for the update!

    0
  • Dawn Anderson

    Hi Team

    Any update on this please? 

    0

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