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Product Feedback: Live OCR Queues reporting in Explore



Posted Jun 14, 2024

Hi Team, 

 

We recently started using OCR Queues in our instance and wanted to set up reporting, however it appears that we can only see Live reporting shown in this article: https://support.zendesk.com/hc/en-us/articles/7217364401306-Announcing-live-omnichannel-queues-reporting-in-Explore

 

As it is with any feature, we would like to see more in depth historical reporting, see how many tickets were routed to a secondary group, to which agent etc.

 

Since this a new functionality, we are affected by the lack of reporting every day as we cannot optimize the process further and enhance the agent and subsequent end-user experience. 

 

There are no metrics associated with this new feature, so a workaround is not possible. 

 

Ideally, we would like to see metrics and attributes added in Omnichannel dataset.

 

In general, historical reporting for new features will always be needed.

 

Looking forward to this! 


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2 comments

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Karen Hynes

Zendesk Product Manager

Hi Atanas Tomov

 

Thank you very much for the feedback, we are working on a historical omnichannel queues dataset which is currently planned for late H2. We would love to hear your feedback if there are particular metrics you are interested in. 

 

Thank you, 

Karen

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Hi Karen, 

 

Metrics which I think could be useful for the dataset are: 

 - Tickets reassigned to secondary group

 - Reopened tickets which were initially assigned to secondary group

 - Primary and secondary group first reply time

 - Requester wait time in queue

 

These are just some of the main ones which I could think of, however more metrics will always be appreciated to accurately measure the performance of these queues.

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