Zendesk Talk: Allow Reporting on Agent Availability

Planned

123 Comments

  • Amie Brennan

    @... Is your last comment missing something? 

    1
  • Jonathan Simone

    Karen Hynes

    Q4 is right around the quarter and this feature has been pushed back multiple times. Can you provide an update with the progress that is being made? When can we expect a BETA or a sneak peak?

    3
  • Dave Dyson
    Zendesk Community Manager

    Amie Brennan I'd just posted that to the wrong place :)

    0
  • Whitney Votaw

    Karen Hynes

    Agree with Jonathan Simone . Any details you can provide about progress or even a more specific release date would be much appreciated.

    1. Are there any concerns it will get pushed again?
    2. When this data becomes available, will it be retroactive? For example, if officially released the beginning of October, will we be able to report on data prior to October or just from October and on?

    This is baseline information for any management or staffing personnel to know. We need concrete numbers in order to properly review individual team-member productivity over time, especially to ensure we provide a fair work environment and equal work distribution. Our team has transitioned to an optional (based on performance) remote work/WFH (since COVID) and not having this information available to report on has become a rather cumbersome, yet even more critical, piece of data to monitor. We need to be able to verify if specific team members are just as productive at home as they are in office.

    We appreciate anything else you can give us! :) 

    4
  • Nicole Hitchcock

    Reporting on both Chat and Talk to see how long people are on specific statuses (online, away, wrap-up time, etc). How agents manually adjust their status. This is a feature standard with most call taking products and it's hard to understand performance issues without it. 

     

    4
  • Alfred Andrade

    Karen Hynes

    It's been almost a month since the last update on this post. Is Zendesk still on track to executive in Q4? 

    6
  • Antonio Naddeo

    Do we have an ETA on this? Live dashboards makes no sense without being able to monitor real time agent availability. It is the basics of running customer service operations.

    4
  • Barry O'Connell

    Any update on this request for implementing a very basic standard metric of Agent Availability that majority of your customers have a need for and have been asking for for over 4 years it would seem by these threads????????? 

     

    4
  • Chris Smith

    Any update to this is beneficial.  This task has been lingering for an extremely long time.  These metrics are essential to all contact centers.

    4
  • Alfred Andrade

    We've resorted to utilizing tymeshift for historical data on this. Still working out the kinks such as exporting via excel/csv in a way that allows editing but exporting through PDF at least gives you an overview of historical data on talk metrics. 

    2
  • Ana Calcano

    I would really like this data to be available in Explore as well. Currently, we log in every day at 11:59 pm to retrieve the data from the talk dashboard. 

    +1 on releasing this as soon as possible.

     

    2
  • Matthew Sammut

    Karen Hynes any further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it

    1
  • Karen Hynes
    Zendesk Product Manager

    Hi all, 

    I really appreciate the comments and feedback on this post, please be assured that we are continuously working hard on these datasets and our timeline for EAP still remains as q4. I will ensure to update these threads with any relevant information or changes. 

    As always, please keep engaged and providing feedback!

    Thanks, 

    Karen

    -2
  • Barry O'Connell

    Karen Hynes With all due respect, Q4 is a bit vague. Is there any planned date for implementation? Is this already road mapped? This thread is open 4 years now so I am sure you can understand the frustration. Agent Availability is one of the most basic and crucial metrics in call centres. I was bemused to find you do not have this capability. 

     

    3
  • Sarah J Siajuat

    Agent Availability Granular Report is a must on all support centers. Can zendesk speed this up please?!

    2
  • Justin Bridges

    Karen Hynes

    I have to agree with the posters above. This is a major roadblock to the realistic management of personnel. I have been following this feature for a while, and the release keeps getting pushed back. As the feature gets pushed back, I have also had to push back implementing some policies and procedures for my staff. But as we continue to grow, it is becoming harder and harder to run my business without those. 

    In January of this year, we were looking at a Q2 release.

    Then in May, it was moved to Q3.

    Lastly, in August, we were moved back to Q4.

    Any specific information you can provide would be greatly appreciated. Are we likely to get pushed back again? Has the team settled on a projected release date?

    5
  • Chris Smith

    Karen Hynes

    I won't rehash the core tenets to agent performance for everyone. What has been requested (as far back as '18) is part of off the shelf reporting features in most platforms in this market. I think there's a growing concern this matter is not being given the attention it deserves. Can we get a more defined timeline other than Q4? 

    4
  • Barry O'Connell

    Karen Hynes zendesk - You do realise this is Q4 yes? And we are still no further or none the wiser on when we will have this very basic standard metric reporting. 

    6
  • Jay McCormack

    Terribly frustrating to log in to Support and get a message telling me about the wonderful new MESSAGING dataset and no word on this subject.

    2
  • Ruth PCL

    It's been 4 years so I'm not holding my breath for an official resolution (it's already Q4 so maybe...) but how is everyone working around not having this data? What reports are you using instead to monitor which agents are away for too long when they are supposed to be covering phones?

    1
  • Jo Tatti

    same solution as every other unfinished cul de sac. buy 3rd party plug in.

    3
  • Barry O'Connell

    zendesk Karen Hynes We are in Q4. Can you at least respond with an update on the  planned implementation or is this just being kicked down the road as it has been since 2018? 

    2
  • Zendesk Team

    These metrics are needed for all channels, not just chat and talk. With omnichannel routing and the custom agent statuses, this should have been part of that release. Come on, Zendesk, your development times are really slow!

    2
  • Whitney Votaw

    Karen Hynes I appreciate that you update us every so often and at least are reading through our comments. I'm not sure if it's you who has the ability to effectively prioritize this for the Zendesk Development team, but I do hope that you can at least share our continued and growing concern for the lack of this basic feature with them, in hopes it generates quicker movement or at least more transparent, detailed and concrete communications to us.

    To add to this thread... having access to this historical data is proving to be more and more problematic as time goes on. It's difficult to run effective customer service teams if we can't monitor who is servicing our customers. We purchased Talk with the expectation it would improve the customer experience by streamlining agent workflow (including their call availability). While their workflow has been improved with some features, it's hard to justify the continued cost of this product if we can't report on these basic metrics.

    Do you have any advice on what we (as Zendesk customers) can do to expedite this or at least get a concrete answer on when (specific date) these metrics will be available to us?

    2
  • Alex Rivas

    Is there any update or ETA on this? We are now mid-Q4 and many companies are headed into peak volume season. 

    1
  • Rachael Kolman

    Agreed, with omnichannel routing and the new custom agent statuses, having visibility into this is really important. Is there an updated ETA, other than Q4?

    1
  • Sachin Kotekar

    I second that - is there an ETA on this?

    1
  • CJ

    They've announced in other places it has been kicked to "sometime next year" with no details and no official updates to pinned comments. This has been happening literally every quarter now for over a year. 

    2
  • Myron

    You have my upvote on Availability, an essential metric in a contact center.

    1
  • Matthew Peng

    Hi team, 

    As mentioned by Karen, "To re-iterate on the timelines, we will be looking at a release in q4" - Could we have any update on the release plan? Once it's released, can we take that it's possible for us to get the available metric to show the availability of agents by date, for example, how long an agent has been online/away for that day?

    7

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