Nancy Caldwell

Interested in this- following we need the same thing

I agree with Audrey - Admin should be able to listen to live calls.  Team lead role should have access to live calls, but not delete calls like they do.  

Yes we would like the same connectivity.  Wanted to see if there was any progress of Zendesk to Tableau direct link.

We noticed that talk team lead roll changed with the new upgrade - the team lead now has Admin rights to delete calls.   Prior the Team Lead could listen to live calls on agents.  We used this for supervisors to listen to new agents.  Prior they could not delete calls.  Now with the upgrade they can.  We need an option for a role to listen to live calls, but not able to delete.  We are a regulated business and we can not have front line people access to delete calls.  Thank you

Total away time/Total Available time/Total online time is currently not an available roll up metric in ZenDesk for a dashboard in Explore.  I would like that to be a metric not just for the day in the talk agent board under agent activity, but be able to pull that based on selected time frame in Explore. Ensuring Agents are on when they are suppose to be and holding them accountable is call center basic 101. The daily dashboard is not easy when you have many agents and some that work remotely- having to click on the "more" in agent activity is daunting and the data is gone the next day.  All metrics you have in the agent activity in Talk should be an available metric in Explore