Agent "Total Online Time" reporting.

Planned

102 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.

    3
  • 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!

    0
  • 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. 

    -1
  • 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. 

    1
  • 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?

    0
  • 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 ma

    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
  • John Costello
    Zendesk Product Manager
    Hi @... and everyone else on this thread. 
     
    John Costello here again, I wanted to give you another update on our progress here.
     
    For our Live Agent Performance Data (which we are very excited about)
    • Which if you remember from my post will allow Cx Supervisors in real-time to dig into the performance of their Agents working the queues in the different channels. 
    We are actively working on this new feature set, however it's complex, therefore we are now targeting a Q1 2022 GA launch, but there's more work to do before we can set a firm date.
     
    For our new Historic Agent Status Dataset. Which will come with its own prebuilt dashboard giving you:
    • Agent activity over a period of time which can be analysed 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 Historic dataset is now targeting Q2 2022 for GA.

    I hope this has given more clarity on our plans and as I said previously, this is only the start for our journey for Omnichannel Monitoring and will have a lot more to come after this initial GA. 
     
    Best Regards
     
    John Costello
    Explore Product Manager
    -3
  • 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?

    0
  • 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).  
    -1
  • Ryan Fitzpatrick

    Do we have an update when this will be active? 

    2
  • John Costello
    Zendesk Product Manager

    Hi all, 

    I just wanted to give you all an update on our progress with the new Agent Status Metrics in Explore.

    On March 16th we released our new Live Agent Status metrics with Drill-in functionality and we were all very excited about letting you know about our great news. However during the incremental rollout we encountered an issue with data relating to the Agent Status metrics. The issue was that incorrect Agent States were being reported.

    Given this, we immediately rolled back to the previous version of Live Reporting which has the correct Agent Status metrics for Agents in Chat, Messaging and Talk Channels, but without the new drill-in functionality.

    We will have an update on the following page very soon outlining when you can expect this feature to be released again. In the meantime if you want to learn more about this new feature make your way over to the following article which will take you through what you can expect on release.

    Also in other update news the Historic Agent Status Dataset is still on tack to be released in Q2 2022.

    Thank you all for your patience, we really can't wait for you all to get this new feature.

    Best Regards

    John Costello 
    Explore Product

    -1
  • Anastasia Kachanova

    +1

    0
  • Diana

    Will the historic data include actual times that the agent was Active/Away/Offline? Or will it just give a broad number of hours for the sum of the day?

    1
  • Karen Hynes
    Zendesk Product Manager

    Hi Diana, 

    Chiming in here as I am the PM for historical agent status reporting! 👋 We plan to have granular views for the past 24 hours to enable Supervisors to see their agents status timeline for that period. Beyond that timeframe, we will provide totals for the duration the agent was in each state. 

    Hope this answers your question, 

    Feel free to direct any historical agent status reporting questions my way! 

    Thanks, 

    Karen

     

    -1
  • Ryan Fitzpatrick

    Hey Karen Hynes - thanks for that update. Do we have a more set timeline since we are heading into Q2? I need to figure out if I need to build some reports out to handle this on our end or will this actually be delivered this quarter?   I know things are constantly changing at a company the size of Zendesk but I think I speak with most that we just want some clarity and transparency on deadlines that keep being delayed. 

    Appreciate any update you can give. 

    2
  • Tom Erik Skjønsberg

    It's been 3 1/2 years, and I'm now at a different company since this request was made. And this is still not implemented.

    I find it quite amazing that measuring one of the most basic metrics for any team is so difficult to do.

    1
  • Karen Hynes
    Zendesk Product Manager

    Hi Ryan Fitzpatrick

    We have removed the requirement for an EAP for the historical version of this dataset and as a result, we will be moving straight to GA at the start of q3. I've provided a more detailed update on this thread here and I will make sure to keep you all updated as we have more concrete dates.

    Please keep the conversation going, all feedback is welcome and I'm looking forward to getting the first version of this dataset released! 

    Thanks, 

    Karen 

    0
  • CJ

    Karen Hynes Are there any updates about the other half of this request, the Historic Agent Status dataset? You mentioned removing the EAP requirement, but I'm unclear on what that means for the timetable. The last official note said this was expected to released this quarter: 

    0
  • Tom Erik Skjønsberg

    Karen Hynes

    So did I understand this correct? Implementing this request for an extremely basic metric made in 2019 has now gone from H2 2021 to Q2 2022, and now the latest update is that we should definitely believe that it will come in Q3 2022?

    I really hope the Zendesk team will understand why we won't be holding our breath.

    1
  • Karen Hynes
    Zendesk Product Manager

    Hi CJ and Tom Erik Skjønsberg

    We have removed the requirement for EAP for this dataset and as a result, we will be moving straight to GA at the start of Q3. I understand your frustrations and we are working very hard to meet these timelines so that this dataset is readily available for you and your teams. 

    I will make sure to keep these threads up to date with relevant information, 

    Thanks, 

    Karen

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