Chat Concurrency : Explore reporting is an incomplete replacement for Insights

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23 Comentarios

  • Vincent Dollet
    Zendesk Product Manager

    Hi Robert,

    Thanks for reaching out.

    We are planning to launch new datasets in 2020, amongst which a new dataset 'Chat Agent Activity' which will enable you to report on chat concurrency.

    Kind regards

    Vincent

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  • David Ferguson

    Hi Vincent,

    Do you know when this data set will be released?

    Agent concurrency is the number 1 request we have from our contact centre. 

    David

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  • Brandon Bishop

    Hi Vincent

     

    Do you have any indication as to when this new dataset will be available?

     

    Kind Regards

    Brandon

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  • Vincent Dollet
    Zendesk Product Manager

    Hi David Ferguson, Brandon Bishop,

    While this dataset is committed in 2020, we are still working on a the availability timeline. We'll get back to this thread as soon as the plans firm up.

    Many thanks for your continued patience,

    Kind regards

    Vincent

     

    0
  • Robert Brindley

    Great to hear you're making progress with this.  We're working towards being off Insights for the end of the calendar year - as per the advice we've had from Zendesk.

    The problem I'm presented with is that I can't adequately articulate a plan for this to my organisation; given the gap between Insights data and Explore data is still very apparent for such crucial contact centre metrics.  It still is not clear exactly what metrics we will lose forever.

    The guidance of 'in 2020' isn't giving nearly enough for me to reassure my organisation that there is an appropriate plan in place for each metric currently supplied in Insights.

    2
  • Vincent Dollet
    Zendesk Product Manager

    Hi Robert Brindley, I fully appreciate that you need more detailed information (availability timeline, scope) for these datasets. We're actively working on that plan and will share it as soon as it is finalised. Many thanks for your patience.

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  • Philip Crump

    +1

    1
  • Lauren Williams

    Hi, is there any update on this?

    1
  • Eugene Orman
    Zendesk Product Manager

    Thank you for the feedback, Lauren Williams and Philip Crump 

    My apologies for the belated reply. We fully understand that Chat agent activity is important for evaluating the performance of your teams. Our goal is to enable this type of reporting in Explore in H2 2020.

    We are actively working on improving data parity with Insights. At the moment team is implementing Answer Bot and Talk dataset enhancements.

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  • Claudia Ruffini

    Hi, is there any update on chat concurrency insights?

    1
  • College Avenue

    Hello, do you have a release date or time frame as to when we will have insights into concurrency?

    1
  • Mani Berenji

    Any update on when this will be released?

    1
  • Clay Turk
    Zendesk Product Manager

    Good news! We are starting work on this dataset very soon, and targeting a release by the end of the year. Thank you all for the patience here.

    3
  • Harriet Klymchuk

    Brilliant news Clay! Look forward to seeing more on this, thank you for the update!

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  • Christian Perdikis

    Hi Clay, 

    Are you closer to a concrete release date for this 'Chat Agent Activity' dataset in Explore? Not to ask the same question as those above, but I know this is important data for many people that we can't afford to lose after Insights is retired in Feb. If I can't feel confident in an EOY release, I will have to pursue other options, so the earlier I know the better.

    Thank you!

    -Christian

    2
  • Dawn Anderson

    Hi

    We are after this data also please, any updates please?

    1
  • Clay Turk
    Zendesk Product Manager

    Hello all,

    We are actively working on getting chat concurrency data added into the Chat dataset, and still targeting the end of the year. However due to the holiday code freeze this may slip into early January. Either way, we will not turn off Insights without this data being available in Explore.

    1
  • Christian Perdikis

    Thank you for the update, Clay.

    To confirm - when you say "chat concurrency data", will this include all the metrics currently belonging to the "Chat Agent Activity" dataset, such as Logged in / Online / Chatting Duration by agent?

    1
  • Dawn Anderson

    HI Clay

    Do we have any updates on this please?

     

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  • Clay Turk
    Zendesk Product Manager

    Hello everyone, 

    We are very close to to getting chat concurrency metrics added into the Chat dashboard. We will be providing hourly aggregates of chat concurrency; pre-calculating the min, max, and average per agent. 

    We already provide the engagement duration per agent in the current Chat dashboard, as you can see below:
    As for showing agent status, we will be providing this data on our Live dashboards first, and adding a cross-product historical version later this year. This will provide insight into agent status across chat, talk and support; giving you a complete picture of each agent's activity.

    Thank you all for your patience, and happy new year.

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  • Dawn Anderson

    Hi Clay Turk

    This is great news and something we really need! Have we got any dates on when this will be in production please?

     

     

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  • Chris Wilson

    Hi Clay,

    This rollout strategy is unfortunately disappointing for me.  The live dashboards are unaccessible to long-time customers on legacy Enterprise plans, and the newer pricing models are cost prohibitive for us to upgrade.  

    Rolling out to live dashboards first is not a fix for all of your customers, including long-time, loyal customers like ourselves.

    Thanks,

    Chris

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  • Sarah P

    Hi I would be interested in that update too.

     

    Thanks,

    0

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