Karen Hynes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Hi all, I just want to provide a quick update on the EAP- we paused adding additional customers until we fix some bugs that have been raised. We want to make sure these are ironed out before adding...

• View comment
• Karen Hynes
• Created June 06, 2023 14:22
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Custom Status

Hi Tobias,  Custom states are not available as part of this EAP but will be added in H2 of this year.  Thanks,  Karen

• View comment
• Karen Hynes
• Created June 02, 2023 08:31
• 1 vote

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Documentation: Analyzing agent state and activities

Hi both,  We are currently in EAP and as a result, customers need to sign up via the following form. Please note, enablement was briefly paused due to an issue found and once resumed, it will be do...

• View comment
• Karen Hynes
• Created June 02, 2023 08:22
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. What is the Agent state and activity historical reporting EAP?

Hi Carlota,  Thanks for reaching out, we had to pause enablement briefly due to an issue found, we are verifying the fix currently with the impacted customers and then will resume enablement. I wil...

• View comment
• Karen Hynes
• Created June 02, 2023 08:20
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Agent's Daily Hour in State does not sum up to 24 hours

Hi KC,  As confirmed, this issue is now fixed.  Thank you,  Karen

• View comment
• Karen Hynes
• Created June 02, 2023 08:19
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. How do I sign up for the Agent state and activity historical reporting EAP?

Hi Maxim,  Thanks for getting in touch, we had to pause enablement briefly due to a bug found, we are verifying the fix currently and then will resume enablement.  Thanks for the patience,  Karen

• View comment
• Karen Hynes
• Created June 02, 2023 07:55
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Como obtener el resultado de SLA por agente en un periodo especifico

Hi Ileana Mateo Roa,  This space is for posts relating to the Agent state and activity EAP in Explore. To get more visibility on your post I would recommend moving it to the Explore space within th...

• View comment
• Karen Hynes
• Created May 16, 2023 06:39
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Agent's Daily Hour in State does not sum up to 24 hours

Hi KC,  We are investigating this issue and will reply to you as soon as possible.  Thanks,  Karen

• View comment
• Karen Hynes
• Created May 11, 2023 11:02
• 0 votes

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Zendesk Explore "Tickets Created" and "Tickets Solved" numbers are not correct

Hi Nanai Balazs  This space is for posts relating to the Agent state and activity EAP to get more visibility on your post I would recommend moving it to the Explore space within the community, link...

• View comment
• Karen Hynes
• Created May 02, 2023 09:52
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Hi all,  I want to provide an update on the status of this feature. We have just launched these datasets alongside a pre-canned dashboard to a small group of customers as part of our closed EAP tes...

• View comment
• Karen Hynes
• Edited March 27, 2023 16:17
• 3 votes