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Zendesk Talk: Allow Reporting on Agent Availability
Completed
Posted Nov 28, 2018
At 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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215 comments
Sam Goulet
Thanks for the response Volkan, is the voice team planning on responding here in this community post or are they planning on putting the roadmap somewhere else on the website for us to to be better informed?
Thanks!
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Volkan Akdugan
Hi Sam,
I know the community team is working on a plan for this. I'll let them clarify further.
Thanks,
Volkan
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Whitney Votaw
Thank you Zendesk team for giving this thread the time and attention it's been lacking for so long. I'm really happy to see ANY helpful attention on this. THANK YOU.
Shawna James or Volkan Akdugan Are either of you able to provide more details regarding what specific metrics will be available or plan to be available with this rollout? Or even better, provide us a 'field' list?
For example: Daily Time {Status}, Status Changed From/To, Time Changed, Changed by {user}, etc. I think I read we can not, but just for the sake of clarity, can we break the metrics down by product (Talk, Support, etc.)?
Leadership Use Case: Lets say I'd like to see how long a specific agent is 'Available' on Talk each day... Seems like a reasonable question to have. Is that something that will be easy to report on?
I'm sure all of us would greatly appreciate knowing whats to come! As many have mentioned, much of these metrics are pretty standard reporting and management needs for any organization leveraging ticketing and phone solutions.
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Martin Holmes
Hi Sam & Tobias,
Martin here from the Voice product team. Thank you for the feedback about the Talk/Voice product. We understand your frustration in relation to the feature gaps you outlined. A lot of the functionality mentioned is top of mind for us as we plan our roadmap for next year.
We are in the final stages of our 2024 annual product planning process. Once this is completed we will have a better idea of the features we will work on in 2024. Stay tuned for more information.
Thanks,
Martin
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Shawna James
Hi all, thank you for your continued engagement on this thread. We value and appreciate the excitement around wanting to engage with our PM teams, who wouldn’t want to chat with them! I want to provide some more information to questions that have arisen here to help clarify our process and get some helpful information shared.
Tobias Hermanns - I want to call out that I saw your list of all of the improvements you would like to see with Talk and reporting capabilities. We appreciate your tenured engagement here in the community and the feedback you’ve provided over the years, it is valuable! In order to keep the conversation thread clear and focused on reporting on agent availability, we will not be responding to those additional individual requests here; some of them have existing feature request threads, and for the ones that do not, you are welcome to create new feature requests for those in the appropriate product feedback topics so that other community members can see and engage with your request. We want to keep this thread focused on the feature request at hand, reporting on agent availability. By posting individual requests in the appropriate discussion topics, we can ensure your ideas are visible and can be responded to appropriately. Here is the product feedback template to help get you started. Thank you!
Sam Goulet - thank you for sharing your thoughts with us here and your interest in learning more about Talk! I want to reiterate our previous sentiments of understanding how the communication on this particular feature request could have gone better, our awareness of how we can improve, and our commitment to improving going forward. However, I want to remind everyone that, as is stated in our Community Guidelines, we do not share roadmaps here in the community, and all projected delivery dates are subject to change without notice. If you are interested in learning more about the future of Zendesk products, please visit the What’s New page which is updated on a monthly basis. We also host quarterly What’s New events you can learn more about in our announcements page here.
Whitney Votaw - please review this documentation on our EAP here to help answer your questions. Please note this EAP is currently closed to allow GA launch activities for the start of next year.
Finally, we appreciate your cooperation in keeping this thread on the topic of the original request which is reporting on agent availability. If you have another piece of product feedback from our team about Talk, please make a new post in the appropriate product-specific feedback topic to share your insights, we DO want to hear from you! This way, other community members can engage with your feature request and our Product teams can more easily see your ideas. Going forward, we will not be responding to comments that do not pertain to the feature around reporting on agent availability in this thread.
Thank you all for continuing to engage here and for being valued Zendesk Community members. We look forward to having more information for you on the feature request.
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