Explore- Totals for Away, Available and Online dataAnswered
Total away time/Total Available time/Total online time is currently not an available roll up metric in ZenDesk for a dashboard in Explore. I would like that to be a metric not just for the day in the talk agent board under agent activity, but be able to pull that based on selected time frame in Explore. Ensuring Agents are on when they are suppose to be and holding them accountable is call center basic 101. The daily dashboard is not easy when you have many agents and some that work remotely- having to click on the "more" in agent activity is daunting and the data is gone the next day. All metrics you have in the agent activity in Talk should be an available metric in Explore
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!
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= %
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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