Karen Hynes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Hi CJ Johnson and Tom Erik Skjønsberg,  We have removed the requirement for EAP for this dataset and as a result, we will be moving straight to GA at the start of Q3. I understand your frustrations...

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• Karen Hynes
• Created May 24, 2022 08:54
• -1 votes

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

Hi Norman Knoche,  There will be a small buffer on the data available in this dataset at launch (a few weeks at most), I will update here with more specific detail closer to the time.  Any further ...

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• Karen Hynes
• Created May 24, 2022 08:45
• 0 votes

Official comment

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Reporting on Availability Time in Chat

Hi all,  To provide an update here, we are removing the need for an EAP for this dataset and as a result, we will be moving straight to GA at the start of q3 (any changes to this timeline will be s...

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• Karen Hynes
• Created May 23, 2022 16:51
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Hi Ryan Fitzpatrick,  We have removed the requirement for an EAP for the historical version of this dataset and as a result, we will be moving straight to GA at the start of q3. I've provided a mor...

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• Karen Hynes
• Edited May 24, 2022 08:51
• 0 votes

Official comment

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

Hi all,  Touching base with an update on our plan for this dataset. We are removing the requirement for an EAP and as a result, we will be moving straight to GA at the start of q3 (I will provide u...

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• Karen Hynes
• Created May 23, 2022 16:34
• 2 votes

Official comment

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Away status and reporting

Hi all,  To provide an update here- We are aiming for a GA release of this dataset at the start of Q3 (I will update here if this timeline changes). Within this dataset, customers will be able to r...

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• Karen Hynes
• Edited May 23, 2022 16:55
• 1 vote

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

Hi Jonathan Simone,  Yes we will have a beta/EAP for this dashboard. Closer to the time of release, I will update on this thread how to sign up to be involved!  Thanks,  Karen

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• Karen Hynes
• Created April 20, 2022 08:32
• 1 vote

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

HI Matthew Sammut,  Core states refer to states recognised by Zendesk per channel for example for Talk- Online, Away, Transfers Only and Offline. We will not be tracking when agents log in/out in t...

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• Karen Hynes
• Created April 01, 2022 09:21
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Hi Diana,  Chiming in here as I am the PM for historical agent status reporting! 👋 We plan to have granular views for the past 24 hours to enable Supervisors to see their agents status timeline for...

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• Karen Hynes
• Created March 31, 2022 10:56
• -1 votes

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

Hi Bertram Lüdtke & Matthew Sammut,  Thanks for the feedback, our priority for version 1 will be agent states and workload per channel. Agent states referring to the core Zendesk states per channel...

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• Karen Hynes
• Edited April 19, 2022 13:53
• 0 votes