Explore- Totals for Away, Available and Online data

Answered

4 Comments

  • Official comment
    Karen Hynes
    Zendesk Product Manager

    Hey Nancy and Nicholas, 

    Karen here, I have just joined Zendesk as a Product Manger and I will be focusing on Agent Activity reporting over the coming months. 

    Thanks so much for the feedback you have provided here. Currently we are in the discovery stage for this feature and there is also another thread ongoing on this topic: Zendesk Talk: Allow Reporting on Agent Availability. Please feel free to add to the conversation there or use it as a point of reference for updates! 

    Thanks, 

    Karen 

  • Nicholas von Zenjob

    Completely agree with this one, especially that it is call center basic 101. 

    Please add the following two talk metrics to Explore: Total online time and Time available.

    Our aim is to be able to calculate (Available Time + Talk Time + Wrap-up Time) /Scheduled Available Time= % 

     

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  • Nicholas von Zenjob

    Is it otherwise possible to get the live talk dashboard data to port through to tableau? The lack of access to this data is a major pain point for us. 

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  • Karen Hynes
    Zendesk Product Manager

    Hello everyone! I am thrilled to announce that agent state historical reporting has now reached GA! See this announcement for more information. 

    If you have any product feedback about this feature, or another area on Explore, we would love to hear from you! Please create a new post in our Explore forum using this template to share your thoughts; our product feedback team will log and review every piece of feedback that comes through.

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