Zendesk Talk: Allow Reporting on Agent Availability

Planned

77 Comments

  • Amie Brennan

    I've got customers who run both Talk and Chat and need to be able to see:

    - the amount of time and agents has been available v offline

    - the time periods where they were offline v offline

    Both of these 2 things, can help diagnose issues with these 2 channels. For example, you get a bunch of VM's during the middle of the day, when agents swear they were online and available to take calls but the report data shows they took 0 calls. Being able to see this type of data and hold accountability back to the agent would be awesome.

    The same thing with chat, when a bunch of missed chats come through during the day, and agents claim they are online, we look and can see they are invisible and not truly online to take chats.

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  • Karen Hynes
    Zendesk Product Manager

    Hi all, 

    Just looking to give a small update- our plan is still to have a release towards end of Q2, this will most likely be an EAP release and closer to the time we will have comms on how to join (any changes will be communicated accordingly). The dashboard will provide information regarding agent statuses and workload per channel.

    With regards to workload (work items assigned to an agent), we would be very interested in hearing what is useful to you from a metric and KPI perspective? For example; Median/ Average/ Total Workload. It would be great to get your feedback on this as we want to make sure we are addressing your needs!

    Thanks, 

    Karen

    1
  • Bertram Lüdtke

    Priority 1:

    • Total / Average Online Time (min + hours) 
    • Total / Average Talk Time (sec + min + hours)
    • Total / Average Wrapup Time (sec + min + hours)
    • Total / Average Break Time (min+ hours)
    • Total / Average Availability (Online minus break minus Talk time)

    Prioritiy 2:

    • Total / Average Offered Calls
    • Total / Average Accepted Calls
    • Total / Average Declined Calls (manually)
    • Total / Average Declined Calls (response Time exceeded)
    • Total / Average Forwarded Calls
    • Total / Average Talk Time
    • Total / Average Ring Time (difference between offered / accepted in sec.)
    • Total / Average Wrap up time
    • Total / Average Hold time

     

    These are just the general basics that you MUST be able to report in order to analyse an overview of availability, productivity and quality of your hotline performance.

    I know that they calculate in brackets and that some figures can be presented in a roundabout way (Priority 2), but why make it so difficult for the customer (us) than to simply define and offer the standard KPIs?

    How well and productively my team implements this and what the reality looks like from a workforce management point of view, especially in the home office, remains hidden to me without the KPIs under Priority 1.

     

     

    2
  • Matthew Sammut

    Karen Hynes the highest KPI metrics on our list would be:


    1. Online time (time logged in)

    2. Time in an available state (total time where a user is available for a call/chat)

    3. Time in an away/transfers only state (total time where user is logged in but NOT available for a call/chat)

    The above should be able to be shown per agent / group (for both Talk and for Chat) 

    Looking forward to that update! Thanks

    2
  • Anastasia Kachanova

    +1

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  • Karen Hynes
    Zendesk Product Manager

    Hi Bertram Lüdtke & Matthew Sammut

    Thanks for the feedback, our priority for version 1 will be agent states and workload per channel. Agent states referring to the core Zendesk states per channel. We will be enhancing this dataset with time and will constantly look for feedback so your thoughts are much appreciated. 

    As mentioned above, we are interested in hearing the community's thoughts with regards to workload (work items assigned to an agent) and we are very interested in hearing what is useful to you from a metric and KPI perspective? For example; Median/ Average/ Total Workload

    Thanks, 

    Karen

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  • Matthew Sammut

    Karen Hynes could you please be more specific?

    Does "core Zendesk states per channel" include the 3 scenarios I described above? or are these not available in version 1?

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  • Karen Hynes
    Zendesk Product Manager

    HI Matthew Sammut

    Core states refer to states recognised by Zendesk per channel for example for Talk- Online, Away, Transfers Only and Offline. We will not be tracking when agents log in/out in the first version of the dataset. You will be able to filter by group and agent. 

    Hope that makes things clearer, 

    Thanks, 

    Karen

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  • Matthew Sammut

    It does, thank you.

    1
  • Jonathan Simone

    Will there be a beta for this?

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  • Karen Hynes
    Zendesk Product Manager

    Hi Jonathan Simone

    Yes we will have a beta/EAP for this dashboard. Closer to the time of release, I will update on this thread how to sign up to be involved! 

    Thanks, 

    Karen

    1
  • Katie Meek

    Average and Total are the most useful to me.  I break my KPIs by hour to gauge productivity.

    Is there any ETA yet on when this might be ready? I know we're saying "end of Q2" but clearly we're all anxious and in desperate need of this update.

    Because Zendesk does not currently have this capability, I am actively exploring other CRM/phone solutions but would prefer to stay with Zendesk if we can get this running.

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  • Myron

    Yes, I use agent availability in conjunction with various call counts, number handled, transferred, declined, outbound; average talk time, after call work, handle time. They are factored into performance tiers, e.g., above average, average, and below average. The same metrics are applied to the department, teams, agents, etc. And yes, availability in minutes and percentage will be much appreciated.

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  • Matt Simpson

    Agree with the need to be able to view for filter enabled dates and times with trending as well for time available (Total/Avg/Med) by channel and total

     

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  • Tan Jee Han

    Thanks for the latest update on this. Karen Hynes 
    May we know what is an EAP update release? From my perspective, we would like to have the option in Talk/Explore to measure the total and average of the agent's availability status in Talk i.e., Available, Offline, Transfers only and Away that can be tracked and reported on a time period basis i.e., weekly/monthly/quarterly/yearly etc. as it's also an added measure of the agents' productivity apart from total incoming calls taken that are measured as a KPI for certain organizations and their respective call-centre teams. We would highly appreciate your kindest consideration for this feature to be implemented soon! Thanks for hearing us out! :) 

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  • Norman Knoche

    Karen Hynes this is good news and great to see activity on this subject.

    Will the historical data be available from the launch date and on, or will we be able to pull historical data prior to this being implemented as well?

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  • Karen Hynes
    Zendesk Product Manager

    Hi Norman Knoche

    There will be a small buffer on the data available in this dataset at launch (a few weeks at most), I will update here with more specific detail closer to the time. 

    Any further questions, please let me know! 

    Thanks, 

    Karen

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