New Metric - Agent's Status Activity

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8 Comments

  • Official comment
    Karen Hynes
    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

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

    2
  • John Costello
    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

    0
  • Zbyněk Čepera

    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.

    1
  • Karen Hynes
    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

    0
  • Audrey Beukenkamp

    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. 

     

    0
  • Zbyněk Čepera

    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

    0
  • Dave Dyson
    Zendesk Community Manager

    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!

    0

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