Away status and reporting
PlannedIt is a basic offering in any telephony system to track time in agent status. Not having this ability is detrimental to productivity statistics. Please add the ability/forward the info to explore so this can be tracked. Having the option to select away, but no way to track it makes it no different than offline.
-
Official comment
Hi all,
To provide an update here- We are aiming for a GA release of this dataset at the start of Q3 (I will update here if this timeline changes). Within this dataset, customers will be able to report on agent statuses per channel and work items assigned to agents per channel. This data will be available at a daily aggregated level to begin with and we will be enhancing this dataset to provide more granular timestamp and timeline views in due course.
This dataset will not provide parity with Tymeshift, Luis Freitas. We are aiming to provide more agent status, performance and productivity metrics over time within our overall reporting vision but our focus now is on version 1 and the metrics mentioned above. Please feel free to get in touch if you have specific use-cases or metrics you would like to see available within Explore.
If there's any further questions, please feel free to comment below,
Thanks,
Karen
-
Agreed! I want to be able to report on available time and away time via Explore!
Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system.
-
Agreed this is needed from a reporting aspect and is a key metric for any call center. I'm unsure as to why it isn't added in Explore as it was easily accessible in Insights.
-
Is there any update on this issue.
-
Hi all,
Karen Hynes here, I've recently joined Zendesk as a Product Manager and I will be focusing on Agent Activity reporting over the coming months!
I am following up on different threads currently as there is a lot of discussion on this topic, which is great to see and hear. The feedback on this thread is well noted, however, there is also a conversation on this topic over on this thread: Zendesk Talk: Allow Reporting on Agent Availability. It would be great to get further feedback and discussion over there or even to use as a point of reference for updates.
Cheers,
Karen
-
hey Karen Hynes
Is there any update on when agent status reporting for talk will come out?
I have some large customers using ZD who are DESPARATE to report on this. One of them runs 25+ numbers on their account with 70+ agents and it's really hard to manage this right now.
Best,
Amie
-
Hey Amie,
Thanks for getting in touch, we are aiming for a q2 release (please note this can be subject to change), I will make sure to update this thread with the most recent information I have!
All the best,
Karen
-
Karen Hynes - Is there an update available or has the addition of this ZenDesk functionality been replaced by https://www.tymeshift.com/ ?
Tymeshift is not cheap
Thanks!
-
Karen Hynes - Following up on this...thx!
-
Hi Luis Freitas,
Please refer to the following thread for more detailed updates but we aiming for a q3 release for this dataset!
Thanks,
Karen
-
Thank you!
-
Karen Hynes - When can we expect reporting feature for Agent Status? It is detrimental not to have any report to understand how agents spent their time. Also, the live agent status view must be available on all plans and not just on Enterprise. Again a basic for any contact center.
-
Hi Sandeep Jindal,
We are still on track for an EAP in q4 of this year. Please keep following this thread and Zendesk Talk: Allow Reporting on Agent Availability to keep up to date on these announcements. If there are any changes with our EAP timeline I will make sure to update these posts.
Thanks,
Karen
Please sign in to leave a comment.
13 Comments