Agent "Total Online Time" reporting.

Planned

78 Comments

  • Micah Lowe

    I've been with Zendesk for about 5 years.  It's a terrible company in terms of customer support (which is ironic).  Plus, they nickel and dime you.  

    I've been checking this thread every few months to look for an update on the "We are working on it" posted TWO years ago.  

    Then I realized something...

    Here is my opinion: Zendesk doesn't want this metric because it will allow teams to become more efficient and require fewer seats.  Immediately equals less money for Zendesk.  Fewer seats and more efficiency = less money.

    1
  • Nick Wurm

    @...

    EXACTLY

    0
  • besinah

    We need this for chat as well. I can use the CSV files from chat analytics to get the time spent in different statuses, but the whole point of having Explore is to have all the metrics in an easy to use dashboard for reporting. Really hoping this will be available soon.

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    This comment has been edited by the Zendesk Community Team to remove links

    1
  • John Costello
    Zendesk Product Manager

    Hi all, 

    John Costello here, I'm a Product Manager at Zendesk Explore and I wanted to give you a definitive update on all the things we are doing for Agent Performance Metrics. 

    First off I want to acknowledge all the great feedback on this thread and to assure you that we have taken all your feedback into account when thinking about how we want to shine a light on Agent Performance data. 

    In H2 of this year we plan to release 2 different ways of looking at this data:

    Live Agent Performance Data

    First off we will be building out new Agent Performance Live Metrics for our Explore Live Dashboards. This will allow Supervisors in real-time to dig into the performance of Agents working the queues in the different channels. 

    With an aligned core Agent Status also coming in H2 for Messaging, Talk and Support, Supervisors will be able to see what Agents are busy and what agents are free across all channels including Chat. 

    We are also introducing a new drill-in capability for Live Metrics where you can drill-in on an Agent state, see what agents are in that state and then drill-in on an Agent to see what they are currently working on and if they have any spare capacity.

    Historic Agent Status Data

    Secondly we will be building out a new Agent Status Historic Dataset which our customers will be able to leverage immediately through our new Agent status pre-canned Dashboard. 

    With this new Dashboard Supervisors and Agents will be able to see

    • Agent activity over a period of time which can be analyzed and used to improve service levels and agent productivity.
    • Actual activity vs. scheduled activity can be compared to assess agent performance and help make better resource forecasts in the future

    This is not the end of our plans for Agent Performance and it's really only the start so there will be much more to come. Love to hear more of your thoughts on the approach or gaps you think are "must haves" that we are missing. 

    Best Regards and stay safe everyone

    John Costello 

    Explore Product Manager

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  • Austin Beck

    This is great news!  Can you enlighten us as to when H2 is or when this functionality will be available? 2 years is a long time to wait and I am ready to leverage this data to drive our performance.

    Thanks!

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Austin - 

    We can't share specific dates for product deliverables, but H2 refers to the second half of the year, which would be July-December. 

    Obligatory disclaimer: as with any and all product updates shared in the community, timelines are subject to change without notice. 

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  • Mark Wiles

    Now that our team will be remote for much of the time in the future, these data will be essential for helping us document that our team is engaged as needed regardless of location.  Thank you.

    0
  • Jahn Jerenz Bronilla

    2 years have passed but we still haven't got this feature yet or atleast exact date as to when this will be implemented. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Jahn, I just want to make sure you saw John Costello's official comment – improvements are planned for the second half of this year.

    -1
  • Kelly Johnson

    Will this include historical data that shows the number of calls waiting in queue either on-hold or waiting for a callback for queues? I'm looking for analytics against the highest points of the day for call volumes. For example, we can say things like "yesterday we hit the ceiling of 50 calls waiting 37 times"   etc. 

    Also, I would like to know the historical information of calls outside the "open" queue time. SO our queue opens at 7am - but how much are people calling before the 7am opening and after 4pm closing?

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  • Austin Beck

    Good morning,

    As we are now 2 months into H2 is there any additional insight that can be provided regarding a release date for this change?

    1
  • Mark

    I do not see the feature 3 years later after sooooo many people voice out their concerns. The feature is a must and basic, I do hope Zendesk can take users seriously.

    2
  • Jahn Jerenz Bronilla

    Hi Dave Dyson - saw the post from John Costello but I think we need more concrete answer now as to when this will be implemented. We apparently don't want to wait for something that does not have an assurance to be implemented in the near future. Please understand our frustrations regarding this matter that was raised more than 2 years ago now.

    2
  • Austin Beck

    So....

    H2 2021 has now become Q2 of 2022. I am starting to lose faith that a request from 3 years ago will actually be addressed. Fells like Zendesk just keeps kicking the bucket...

    1
  • Jahn Jerenz Bronilla

    Apparently there's nothing we can do than to wait....................

    1
  • Kiko Li

    I can see that the agent status dataset is available in the API. However, it seems like I can only pull it for the day, not for a period of time. Is there a way to pull historical data through the API since this function won't be available before the end of this year?

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  • Brian Larsen

    Please update the official comment that appears at the beginning of this thread to reflect the shifting timetable. This is just a hard, hard miss. Again.

    1
  • Dave Dyson
    Zendesk Community Manager
    HI everyone, fwiw I've moved John Costello's most recent update to the top of the thread (thanks Brian for the heads-up).  
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