Agent Talk status for reporting purposes

Planned

41 Comments

  • Kalle Windefalk

    +1

    0
  • Barry Neary
    Zendesk Product Manager

    Hi, we are actively working on features which would capture and report on agent availability. I will revert once we have timelines on release.

    0
  • Stephanie LaFace

    +1

    0
  • Luis Freitas

    I find it terribly disappointing that this issue has been discussed for over three years, and nothing has been done… The data is already being collected so how has this feature not been pushed out yet?

    0
  • Chris Smith

    Being able to retrieve this specific data is critically important in managing the effectiveness of call centers. It's pretty standard data used in call centers. Can we get an update?

    1
  • Chanteena Murphy

    Agreed!  I want to be able to report on available time and away time via Explore! It is common practice in contact centers to be able to monitor status/time allocation on a daily basis and not having this ability is detrimental to the level of accountability! 

    Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

    1
  • Austin Beck

    Good afternoon,

    I see the request to have more insight into agents logged time for Total Time online, Time available, Away Time and a few other metrics have yet to be developed. Is this not a possible upgrade considering the cost and purpose of Zendesk talk?  The data is on the dashboard minus the away status time but is not accessible any other way and can not be exported.  If managing a larger call center it is imperative to see the time each employee is spending in what status to ensure all parties are staying engaged during their shift. 3 years is a long time to not provide a viable update regarding the status of this request. 

    Thanks!

    1
  • Ferhat Ozdag

    it is a common feature in Call Center. it should be possible add some custom away status for monitoring, most of CC Brands additional custom reason code for Not available status

    1
  • Luis Freitas

    These guys offer everything ZenDesk should be including for their Talk customers. 

    https://www.tymeshift.com/

    I am meeting with them tomorrow

    If a 3rd party can do it, why isnt ZenDesk offering it? 

    1
  • Barry Neary
    Zendesk Product Manager

    Hi All

    We are actively working on a feature that will enable admins to create custom states and enable them to be reported on in realtime

    More info to follow, including launch date

    Barry

    0
  • Andrew Chu

    A follow up on this topic

    On comment from @... above, can you share if Tymeshift is offering a solution to the question posted by OP?

    "I'm looking for the ability to report(s) to track my individuals daily/weekly/monthly talk activity.  I would like to see what time the agent logged in, changed their talk status (online/offline) and logged out each day."

    0

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