Zendesk Talk: Allow Reporting on Agent Availability
PlannedAt this time, only real time reporting is available for Agent availability in the Talk Dashboard. It would be store this data so that the agent Total Online Time and Time Available can be tracked. With the current functionality, it requires someone to log in at the end of day (not ideal when you have coast to coast support) to retrieve the day's metrics manually.
Unsure if this topic was posted, but wanted to follow up on this thread initiate 2 years ago - https://support.zendesk.com/hc/en-us/articles/115006250347-Can-I-report-on-agent-availability-in-Zendesk-Talk-
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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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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
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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.
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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
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+1
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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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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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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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It does, thank you.
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Will there be a beta for this?
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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
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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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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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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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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! :) -
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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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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