Zendesk Talk: Allow Reporting on Agent Availability

Planned

103 Comments

  • Official comment
    Karen Hynes
    Zendesk Product Manager

    Hi all, 

    To re-iterate on the timelines, we will be looking at a release in q4. We are working hard on getting this released as soon as possible. Please keep up the engagement and I will keep posted on the relevant threads with any further updates.  

    Thank you, 

    Karen

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Upvoting here also. We would like to see if there's a pattern in agent availability.  Not all Zendesk accounts have developers on staff to pull the API and maintain a separate report....

    8
  • BJ Wright

    I also would really like to have this data where we could review for a set period of time. Having to grab it manually every day is not ideal. Can you provide an update on this request?

    7
  • Norman Knoche

    Another vote for this being made available sooner than later - the metrics are there, we just need access to them. I can see the stats for online time, available time, etc on an average, but I can't pull the information for certain time periods myself?

    Please make this available soon - we need it desperately.

    7
  • Amanda

    Agreed we need this feature. It would also be great to report on not only availability, but the other Talk Statuses as well.

    6
  • Stefanie

    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.

    It would also be great to have the option to create an activity log for agents. At the moment, to understand how my agents go through the day, I need to puzzle together their timestamps for public replies in support, calls (and their duration), and soon chat too. There is no easy way to see that an agent sent a reply at 9:20, then at 9:27 took a call that lasted 7 minutes, then at 9:45 sent another public reply. This means that there is no good way to understand our complete agent activity, and what their day looks like.

    6
  • Avinash Mugali

    Agreed! We need to know the total time an agent was available for any period of time we want to draw historical context. This is a basic hygiene metric for a call talking support organization. It helps us know the distribution of workload and also if someone is not adhering to the timelines set. 

    5
  • 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? 

    5
  • jvon

    This.

     

    Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).

     

    Seconding Amanda's request for reporting on all statuses -- I'd also like to know how many times an agent manually went into each status (in case someone is toggling quickly to avoid calls)

    4
  • Lee Burkhill

    This is such a basic feature which is missing. We've had to move our entire call centre into Zendesk Talk ahead of schedule, and we're struggling to track this. Each of the call centre team leaders have to manually record each agents online/away time from the Talk dashboard at the end of the day which is ridiculous.

     

    Luckily we're a small call centre (around 50 agents), but I could see this being a major problem for larger ones.

    Starting to think Zendesk Talk was not a good idea and we'll most likely look to go with an alternative solution.

    4
  • Sydney Neubauer

    Also upvoting as this would help determine which Agents are performing up to standards and who are needing coaching opportunities

    4
  • Nicki Tarr

    Historical data relating to agent status and availability MUST HAVES: 

    1. Historical reporting on agent time spent on available.

    2. Historical reporting on agent time spent on away.

    3. Historical reporting on agent time spent on offline.

    4. Historical reporting on average/sum calls per available hour 

    5. Integrated schedule of when employee is scheduled to work Support/Talk tickets/Chat tickets and having historical markers of when employee made themselves available late or early in that scheduled time. Being able to set goals/SLA within that time frame and giving historical reporting on efficiency.

    4
  • Jay McCormack

    Hi Karen,

    I see that you're asking for more feedback and that's great to hear as sometimes I think our community feels that Zendesk just isn't taking our real world experience into consideration. 

    I've skimmed through the comments and I feel like I can't add a whole lot more. The simple fact is that when managing any sort of call center it is vital to be able to know the status of your agents; how much time are they spending on calls, how much time are they available (raw and average), how does this compare to other agents, how are these numbers trending both for a team as well as individuals...

    The fact that we can't easily get at this information was a complete shock to me when we switched from a competitor to Talk. I foolishly ASSUMED that, since I could see this information on the dashboard that I would be able to report on it as well. 

    If you have more specific questions I'm sure we'd all be willing to provide more feedback as this is, to me at least, the single most important piece of information and the biggest gap in the product.

     

    4
  • Adrian Bishop

    I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

    4
  • Barry O'Connell

    zendesk Why is there no movement on this thread? Agent availability is a standard metric for Call Centers? Can this be be expedited as it seems from this thread and the many others I have come across on the same topic, that a lot of your customer base require this reporting functionality. 

    4
  • 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
  • Jay Kelley

    I need to be able to pull historical availability to understand staff levels, when I need to add staff or eliminate staff.  Historical availability/occupancy is something I've always used for performance management and staff modeling for call centers.

    3
  • Andy Naylor

    agree this is very much needed :(

     

    3
  • Kim Sillery

    This is a vital feature of almost any call center.   Our reps are held accountable for their availability and time in status- being able to pull this as a monthly report is extremely necessary 

    3
  • Christian Perdikis

    We rely heavily on 'Chat Agent Activity' metrics, which I am learning is not an available dataset in Explore like it was in Insights. What are my avenues for continuing to access this data once Insights is discontinued?

    3
  • Phillip Krieg

    +1 (for many many many years...)

    3
  • Kamil Adrianowski

    We would really appreciate having this feature available so it's easier for agents to see who's available, it would be easier to mitigate situations where everyone is "away" for longer periods of time.

    3
  • Andy Y. (SkySlope Support)

    Another +1!

    Use case: Our team doesn't necessarily track metrics like available time, but we rely heavily on these and similar metrics in cases where we need to validate the times that an Agent was and was not available in ZenDesk Talk. 

    Please please please incorporate this into ZenDesk Explore!

    3
  • Whitney Votaw

    +1

    New to Talk and surprised to find you can't report on a metric that is so crucial in reflecting an agent's performance.

    Also surprising there is no auto-log-off feature for agents! Been 'planned' for quite some time (years). :(

    3
  • Josh Guthrie

    It may have already been mentioned here - but all of these metric updates need to be featured across all applicable channels. Agent availability is just as crucial in Chat as it is in Talk etc.. 

    3
  • 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

    3
  • 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
  • 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. 

     

    3
  • 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.

    3
  • 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.

    3

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