Reporting on 'Total online time' and 'Time available' metrics

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20 Comentarios

  • Nicole Saunders
    Zendesk Community Team

    Hi Christine - 

    Are you looking for this in Insights or Explore?

    0
  • Shirley Mendoza

    +1 to this

    Is it possible to view the total online time of agents and choose a date range preferably in Insights?

    3
  • Nicole Saunders
    Zendesk Community Team

    Hi Shirley -

    Are you wanting to see the total online time of all of your agents combined over a date range, or be able to see how much time each agent was online during the range?

    0
  • Shirley Mendoza

    Hi Nicole, 

    I would like to see how much each agent was online during a date range because right now, I can only see the total time online and the total available time of agents on a daily basis through the dashboard. 

    I want to generate a report with this data. Thanks!

     

    0
  • Sebastiaan Wijchers
    Community Moderator

    We're talking about Zendesk Talk here right? I think there's a lot of data in the live dashboard that's only available for the current working day, that would be very handy to have available over a longer period for reporting.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Shirley,

    The Talk Dashboard will only show you how long an agent was online for that day and unfortunately there's no way to alter this date range. The only relatively close metric available in Insights would be Agent Talk Time or Total Talk Time as mentioned in our Metrics Reference Guide. You can create an Insights report using the above metrics and filter by your desired date range from there.

    If this is something you're interested in I would recommend also upvoting this post to help provide visibility to other users as well as our Product Managers.

    Let me know if you have any other questions :)

    1
  • Jeff Von Hendy

    +1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. 

     

    If an agent is avoiding calls by toggling into away and back to available really quick, we have no way to capture that unless we witness it.  We factor available/away time into our utilization reports - not being able to report on this at an agent level over time is causing us a bit of a headache

    4
  • eCampus.com

    Any update to this? I'd love to have access to historical, intraday reporting (30 minute, 60 minute segments) of agent Available time, Away Time, Offline Time, etc.

    3
  • Chee Lee

    +1 On this as well. We would like this to be available for to us to measure.

     

     

    2
  • Nicole Saunders
    Zendesk Community Team

    Hi Chee -

    Can you provide any additional detail about your use case?

    0
  • Chee Lee

    Hi Nicole,

    We would like to be able to measure the amount of 'Online Time' an Agent has with Zendesk Talk through the Zendesk Explore (Talk Dashboard). With this data, we would like to be able to calculate the amount of 'Online Time' an agent has been online for the day, weeks, months, up to a year.

    Thank you,

    Chee

    4
  • Nicole Saunders
    Zendesk Community Team

    Thanks for the additional detail, Chee. I'm going to move this post over to the Explore feedback topic for the product managers there to review.

    -1
  • Lizyer Maxim

    Hi there, 

     

    Do you any updated on this topic?

    It would be nice to measure this on explore to have a better adherence report. 

    With the current lockdown and work from home, this is necessary.

     

     

    3
  • Christine DeVille

    We struggle with this daily for both onsite and work from home. 

    3
  • Josh Guthrie

    Zendesk Explore is pretty insane in terms of its capabilities - but can we all agree that's it's equally insane that these metrics aren't available in Explore? And not just that, where they are available, you can only view it by the current day w/ no other date range options. 

    For in-office or WFH teams, knowing how often an agent is available to take a call (vs. unavailable) during their shift is pretty fundamental.

    We need these metrics in Explore! 

    4
  • Christine DeVille

    100% agree.  We have to take a screen shot of the agent availability each night so we can report the following day. 

     

     

     

    0
  • Josh Guthrie

    Yup - I mean, I'd even settle for a daily export but there are zero export options! Am I taking crazy pills!?

    2
  • eCampus.com

    Completely agree.  These are core fundamental metrics used in contact centers. I was surprised they were not built in to the off the shelf Explore package of available reports. I wonder what the trigger would be to cause Zendesk to move towards developing this reporting feature?

    3
  • Clara Popov

    Also adding in that this feature would be super helpful. It's not helpful to have to daily manually write down the Available time an Agent is logged into Talk to make sure they're adhering to their schedule. 

    0
  • Karen Hynes
    Zendesk Product Manager

    Hey everyone, 

    Karen here, I've recently joined Zendesk as a Product Manager and I will be focusing on Agent Activity reporting over the coming months!

    The feedback on this post is really beneficial for us as we are currently in the discovery stage for this feature. There is also a conversation ongoing focusing on this topic at this thread: Zendesk Talk: Allow Reporting on Agent Availability. It would be great to get further feedback and discussion over there.  

    Thanks, 

    Karen

    0

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