Away status and reporting

Planned

9 Comments

  • Official comment
    Karen Hynes
    Zendesk Product Manager

    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

  • Chanteena Murphy

    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. 

    2
  • Taylor Green

    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.

    0
  • Christopher Wooten

    Is there any update on this issue.

    0
  • Karen Hynes
    Zendesk Product Manager

    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

    0
  • Amie

    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

    2
  • Karen Hynes
    Zendesk Product Manager

    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

    0
  • Luis Freitas

    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!

    0
  • Luis Freitas

    Karen Hynes - Following up on this...thx!

    0

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