Agent "Total Online Time" reporting.

Planned

103 Comments

  • John Costello
    Zendesk Product Manager

    Hi all, 

    We have some exciting news to share. Our new Live Agent Status Drill-in feature will be released on Wednesday June 8th.

    Check out my recent comment on the following announcement page for all the details !Regards

    John Costello 

    Explore Product

    -2
  • CJ

    John Costello Are there any updates about the other half of this request, the release of the Historic Agent Status dataset? 

    0
  • Karen Hynes
    Zendesk Product Manager

    Hi CJ

    The historical version of the agent status dataset is aimed for release in q3. We have removed the requirement for EAP and as a result, we will be going straight to general launch.

    Any further questions, 

    Please let me know, 

    Karen 

    -1
  • Tom Erik Skjønsberg

    Karen Hynes

    An explanation for how this could possibly take 3 1/2 years to implement would be nice. We had this data, but then Zendesk took the deliberate decision to remove access to the most basic CS metric in the world. Then, when it was requested, it took a year to have the request acknowledged, and another 2 1/2 years before it finally starts to get implemented.

    Looking at competing products, I have not struggled to find any product that allows easy access to this metric. What I have struggled to find is another example of a CRM company where this metric is not easily accessible. In fact, when speaking with reps from other companies the very question about this being easily available is met with a surprised "why on earth wouldn't it be?"

    So why did Zendesk choose to restrict access to this data in Explore? The data is available, and has always been, as evident by the fact that it can be downloaded in CSV format through chat analytics.

    1
  • CJ

    Karen Hynes We're pretty well into Q3, any word on this feature? 

    2
  • Tom Erik Skjønsberg

    Karen Hynes John Costello

    We are now getting in to the last month of Q3, and it seems that the promised "on tack to be released in Q2" which then became "we will be moving straight to GA at the start of q3" now have become complete and utter silence from Zendesk again.

    What is the problem in providing the completely most basic metric that exist for a customer service team? Why is this so difficult to provide?

    The actual promises to deliver started 1.5 years ago now.

    2
  • Tom Erik Skjønsberg

    Never mind I guess. I see the answer now in another thread.

    Thank you for the "update", confirming what I'm sure most of us already knew. Zendesk doesn't seem to have any sort of plan to actually release this, but rather keep pushing the promises to next quarter indefinitely.

    2
  • John DiGregorio

    this is basic functionality - I guess the only option is to look at comments for the day to see when they started

    1
  • CJ

    Karen Hynes It's now Q4. Is there any update on the release of this dataset? 

    0
  • Tom Erik Skjønsberg

    CJ In other threads Karen has indicated that they broke the promise to skip EAP, but just like every other time the release date has been moved, they are totally on track for a Q4 release now.

    0
  • Zendesk Team

    The ability to drill into the agent activity from the Messaging dashboard or Live Data dashboard is all very well but how does this work in a real contact centre where they use wallboards? They want to see the various widgets as well as the agent status, number of message conversations being handled, etc. Not all contact centre staff can sit watching a dashboard on a screen - they also manage their team by walking around and this requires visibility of both the queues and the agent activity. Using Explore Messaging dataset is not real time so only useful for historical reporting.

    Also where is the data for the agent status for the new omnichannel routing/agent status feature? The article says the data is available for reporting, but not in any dataset that I have been able to find.

     

    1
  • Tom Erik Skjønsberg

    John Costello Karen Hynes

    We are closing up on year 3 since the initial request, and with that also getting close to the end of Q4 which was the latest promised release for this functionality. I am not seeing it mentioned anywhere in the announcements and upcoming features.

    Are we to assume that the dead silence since May means that this once again is on the ignore list, and that we might as well just start planning the project to switch to a supplier that actually bothers about their customers?

    2
  • Jozef B

    David Garceau

    I saw that you had found an article about how to retrieve this information from the API. Are you able to provide a link to this article / some basic instructions? I'm sifting posts and the reference and don't see anything explicitly mentioning the daily stats, although I'm willing to sludge through making some API calls at the moment.

    0

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