Karen Hynes

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

Zendesk is excited to announce the launch of the Zendesk Account Groups Availability API.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

Currently customers are able use the Agent Availability APIs to view real time agent status and capacity information across channels. This data is available on a per-agent basis.

With the Zendesk Account Groups Availability API, you can view aggregated status, workload, and capacity data for groups of agents. When using the new Groups Availability API, it's important to understand that the data is comprised of four parts:

• Number of agents in each standard status (not unified agent status): online, away, transfer only, or offline.
• (Omnichannel routing only) The number of agents in each standard and custom unified agent status per group
• (Omnichannel routing only) The total maximum capacity per channel. This is the product of multiplying the per-agent maximum capacity for a channel by the number of agents in the group.
• The total number of work items assigned to the agents in a group per channel. If you're using omnichannel routing, you can think of this value as the group's consumed capacity.

Why is Zendesk making this change?

We heard from many users that the existing APIs that provided status and capacity information for individual agents required too much effort and time to effectively monitor and report on these metrics. Therefore, we've added this group-level API to provide a bigger picture view of this data and to reduce the development effort required to obtain this information.

What do I need to do?

Nothing. The Account Group Availability API is available to everyone, regardless of whether or not you're using omnichannel routing.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Hi Yen Nhi Nguyen  Jake Warren , 

Thank you for this feedback, we will take this request and review with the team when this might be feasible. 

Thanks, 

Karen

Hi Jahn , 

Please note that you can report on these metrics via the agent state and agent state daily dataset in Explore! This was released at the start of the year and hopefully will meet your expectations. Please find more information in the following announcement. 

Thank you, 

Karen

Hi Jennifer Gillespie , 

Could you raise a ticket please and we will look at investigating this further? 

Thank you! 

Karen

Hi Shai Eyal, 

If you are utilising the 'agent state' dataset, you can report on state start time, state end time and also duration in state. 

Thanks, 

Karen

Hi Benjamin David John Clough, 

This feedback is noted and we will be releasing another dataset shortly which contains further information regarding agent capacity. After this release, we hope to enhance this capacity dataset with further agent level productivity metrics in H2. 

Thanks, 

Karen

Adam Wilson the Omnichannel- Agent State Daily dataset provides you with an aggregated daily view whilst the Omnichannel - Agent state dataset provides you with a timestamp view, so therefore if you want to report for the current day, it is best to use the Omnichannel- Agent state as this will be refreshed each hour (subject to Explore refresh rate) with updated timestamp data whilst Omnichannel- Agent State Daily will only be updated at the end of the day to provide the aggregated detail of the duration agents spent in each state for that given day. 

Please let me know if there are any further questions, 

Thanks, 

Karen

Hi Jake Warren! 

We announced agent state historical reporting at the end of January. Through the agent state dataset, you can report on the timestamp agents change their state. Whilst I appreciate this might not indicate their exact log-in timestamp, this dataset could be utilised to infer this through the first state change for a given day (eg; offline to online). Please let me know if you've further feedback on this topic. 

Thanks, 

Karen

Hi Cécile, 

Happy to help! Please refer to the following documentation for more information on unified agent status and creating custom unified agent statuses.

There are four default unified agent states: online, away, transfers only, and offline, as well as a custom states. Therefore, regardless of creating custom states, the four default unified states will always be available.I think the confusion here may be as a result of the custom states mapping to per channel states and the impact this has on reporting. We have an article to help with this available here.I will elaborate on this further below: 

Reports can be filtered by CHANNEL. When OCR is enabled, by default the pre-canned dashboard is filtered to display UNIFIED channel. UNIFIED channel reports on default unified and custom states. For custom states, as a result of their configuration by channel, there would also be per channel reporting available. This can be viewed by filtering for all channels (screenshot 1).

Pause déjeuner would be reported on under the UNIFIED channel for 1.5 hours. If this is mapped to AWAY for all channels, you would see this time reported as Away when you filter by Away for Support, Talk, Messaging channel (screenshot 2 - filter includes channel Away state and Custom state (eg: pause déjeuner)). 

If you were in UNIFIED Away state prior to Pause déjeuner, this would also be included in the per channel Away duration. Take the following example for the Messaging channel: 

• Time spent in AWAY state Messaging= Time spent in UNIFIED AWAY + Time spent in Custom state which maps Messaging as Away (eg: petit déjeuner)

I hope this helps clarify your question. These datasets have also moved to GA, as per announcement here. 

This is also available for non OCR customers on Professional+ plans who have agent workspace enabled but please note, custom state data would not be available and therefore you would just see per channel mapping.