• Official comment

  Karen Hynes

  • January 21, 2022 09:53
  • Edited

  Zendesk Product Manager

  Hi all, 

  Thanks for the further engagement on this post! There is an on-going thread that is constantly looking for more feedback on historical reporting requirements for this feature Zendesk Talk: Allow Reporting on Agent Availability.

   Please feel free to add to the conversation or follow the post for further updates. 

   

  Thanks, 

  Karen

• Tim Nicholls

  • March 09, 2020 16:19

  Could you provide an update on when it will be possible to run reports with the data khajlk outlines above.

• John Costello

  • October 09, 2020 09:20

  Zendesk Product Manager

  Hi All, 

  Great news ! We are planning to work on Agent activity metrics in H2 of 2021. We plan to start with Live Data metrics tracking Agent status across Chat, Talk and Support channels. 

  More info to come soon 

  John Costello 

  Explore Product Manager

• Zbyněk Čepera

  • November 15, 2021 10:47

  Hello, 

  Please update. Is it possible to monitor agent status at this time? To see how long agents were in Online, Away, and / or Offline etc?
  And is it possible to monitor this even for agents who do not work in the call center, but only process tickets in writing? At the moment, I found the Assignee activity report, but in order to see the real productivity of the agents, I need to have a correlation with time. That is, I need to know how much active time agents have spent processing tickets and how much time they have spent on other activities (training, meetings, training, etc.) I consider this function to be a very basic metric, which is the market standard.

• Karen Hynes

  • November 25, 2021 12:15

  Zendesk Product Manager

  Hi Zbyněk Čepera, 

  We are currently in the discovery stage for this type of historical report. We will be working on delivery a version 1 of this report within H1 2022. I will update this thread with more information as I have it. 

  Thanks, 

  Karen

• Audrey Beukenkamp

  • January 14, 2022 20:26

  This would be such a helpful attribute.  We currently have no way to reference available/ready; away; and offline modes per agent, historically, to maintain accountability. 

   

• Zbyněk Čepera

  • January 19, 2022 09:06

  Hello,

  This is one of the basic functions of measuring productivity. Competitive tools commonly have this. So please inform the dev team and consider adding this feature in the future. If the feature is added, please let me know.

  thank you

• Dave Dyson

  • January 26, 2022 21:58

  Hi everyone, 

  I'm closing comments on this post – as Karen Hynes mentioned in her official comment above, please add any further comment to this thread: Zendesk Talk: Allow Reporting on Agent Availability.

  Thanks!

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