Zendesk Talk: Allow Reporting on Agent Availability

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147 Comentarios

  • Comentario oficial
    Karen Hynes
    Zendesk Product Manager

    Hi all, 

    I want to provide an update to let you know that this feature is still a high priority for our team and it has been the top priority since we started working on it's development. Unfortunately, we have come across a number of obstacles along the way and as a result I regret that we have had to delay our timelines. Please be assured, this is not from a lack of effort from our teams. We are working constantly on this feature and we aim to release this once we have all the blockers ironed out. 

    I want to reiterate that this has not and will not drop priority. I really appreciate this is a pressing feature for your teams and we are working extremely hard to meet this need. This is a high priority roadmap item that is currently under bug fixing and we will announce an EAP launch date once that is complete.

    Thank you all for your cooperation and all the feedback.

    Karen

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Upvoting here also. We would like to see if there's a pattern in agent availability.  Not all Zendesk accounts have developers on staff to pull the API and maintain a separate report....

    9
  • Barry O'Connell

    Karen Hynes Baring in mind this thread is open 4 years and still no further clarity on when this will be available, I am looking at alternative suppliers. I do not fancy moving into yet another year without this very basic, standard metric reporting. One of your competitors has been in contact with me and they have this reporting functionality along with almost every other feature of Zendesk and then some, all for almost half the price of what we currently pay Zendesk. You're making this decision very easy. 

    8
  • BJ Wright

    I also would really like to have this data where we could review for a set period of time. Having to grab it manually every day is not ideal. Can you provide an update on this request?

    7
  • Norman Knoche

    Another vote for this being made available sooner than later - the metrics are there, we just need access to them. I can see the stats for online time, available time, etc on an average, but I can't pull the information for certain time periods myself?

    Please make this available soon - we need it desperately.

    7
  • Matthew Peng

    Hi team, 

    As mentioned by Karen, "To re-iterate on the timelines, we will be looking at a release in q4" - Could we have any update on the release plan? Once it's released, can we take that it's possible for us to get the available metric to show the availability of agents by date, for example, how long an agent has been online/away for that day?

    7
  • Whitney Votaw

    Jay McCormack 
    I submitted a ticket to their support team with a high priority. I feel bad doing that, as I personally dislike when our clients inflate an issue just to get more attention/jump the line, but I agree that the majority of us are pretty frustrated that there hasn't even been a check-in to tell us its getting pushed.... again. 

    • UPDATE (12/28): Their Support team basically said, "Ill check in with the Talk team about getting you an update" but when pressed on when I should expect to receive that, they said "There is not a typical ETA on this type of question, even outside the holiday." So while I'm sure the agent assisting me is nice and doing what they can, I have no hope.
    • UPDATE (1/4): Reached out to their Support Team again on my ticket. Response was "No updated from the Talk team but I'll follow up with them on Friday. They said they'd try to give me an update within a week."

    We also are prepared to switch vendors, as the absence of these key management data points make it difficult for us to justify continued cost; when other vendors, in similar price ranges, have these basic reporting and management features out of the box.

    For a company who sells their products based on the claim that they make providing quality and effective customer service a breeze, they sure don't lead by example and are further proving that's not enitrely true...

    7
  • Amanda

    Agreed we need this feature. It would also be great to report on not only availability, but the other Talk Statuses as well.

    6
  • Avinash Mugali

    Agreed! We need to know the total time an agent was available for any period of time we want to draw historical context. This is a basic hygiene metric for a call talking support organization. It helps us know the distribution of workload and also if someone is not adhering to the timelines set. 

    6
  • Josh Guthrie

    It may have already been mentioned here - but all of these metric updates need to be featured across all applicable channels. Agent availability is just as crucial in Chat as it is in Talk etc.. 

    6
  • Stefanie

    Reporting on both Chat and Talk to see how long people are on specific statuses (online, away, wrap-up time, etc). How agents manually adjust their status.

    It would also be great to have the option to create an activity log for agents. At the moment, to understand how my agents go through the day, I need to puzzle together their timestamps for public replies in support, calls (and their duration), and soon chat too. There is no easy way to see that an agent sent a reply at 9:20, then at 9:27 took a call that lasted 7 minutes, then at 9:45 sent another public reply. This means that there is no good way to understand our complete agent activity, and what their day looks like.

    6
  • Alfred Andrade

    Karen Hynes

    It's been almost a month since the last update on this post. Is Zendesk still on track to executive in Q4? 

    6
  • Barry O'Connell

    Karen Hynes zendesk - You do realise this is Q4 yes? And we are still no further or none the wiser on when we will have this very basic standard metric reporting. 

    6
  • Anastasia Kachanova

    @Zendesk please provide us with updates on this matter. 

    6
  • Jay McCormack

    Zendesk's silence on this issue is mind boggling! Are you so comfortable with your customer base's INABILITY to 'churn' that you've chosen to just not update them on what is an obvious hot spot and pain point to so many?

    There are now just over 2 weeks left in Q4 2022. If Zendesk had any chance of this getting into a final sprint for the year they'd know by now yet...radio silence. 

    I, for one, will be looking to move away from Zendesk if this issue is not addressed. I don't care what the pain will be for me and my organization, I just can't continue to do business with an, ahem, "partner", that refuses to share information on something important. At this point I don't know what is worse' the missing functionality that is crippling our ability to manage our business or the lack of respect to communicate with the customer base.

     

    6
  • jvon

    This.

     

    Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).

     

    Seconding Amanda's request for reporting on all statuses -- I'd also like to know how many times an agent manually went into each status (in case someone is toggling quickly to avoid calls)

    5
  • Lee Burkhill

    This is such a basic feature which is missing. We've had to move our entire call centre into Zendesk Talk ahead of schedule, and we're struggling to track this. Each of the call centre team leaders have to manually record each agents online/away time from the Talk dashboard at the end of the day which is ridiculous.

     

    Luckily we're a small call centre (around 50 agents), but I could see this being a major problem for larger ones.

    Starting to think Zendesk Talk was not a good idea and we'll most likely look to go with an alternative solution.

    5
  • Sydney Neubauer

    Also upvoting as this would help determine which Agents are performing up to standards and who are needing coaching opportunities

    5
  • Nicki Tarr

    Historical data relating to agent status and availability MUST HAVES: 

    1. Historical reporting on agent time spent on available.

    2. Historical reporting on agent time spent on away.

    3. Historical reporting on agent time spent on offline.

    4. Historical reporting on average/sum calls per available hour 

    5. Integrated schedule of when employee is scheduled to work Support/Talk tickets/Chat tickets and having historical markers of when employee made themselves available late or early in that scheduled time. Being able to set goals/SLA within that time frame and giving historical reporting on efficiency.

    5
  • Justin Bridges

    Karen Hynes

    I have to agree with the posters above. This is a major roadblock to the realistic management of personnel. I have been following this feature for a while, and the release keeps getting pushed back. As the feature gets pushed back, I have also had to push back implementing some policies and procedures for my staff. But as we continue to grow, it is becoming harder and harder to run my business without those. 

    In January of this year, we were looking at a Q2 release.

    Then in May, it was moved to Q3.

    Lastly, in August, we were moved back to Q4.

    Any specific information you can provide would be greatly appreciated. Are we likely to get pushed back again? Has the team settled on a projected release date?

    5
  • Brandy Valenzuela

    Upvote! What is the update from q4 research?

    5
  • Kim Sillery

    This is a vital feature of almost any call center.   Our reps are held accountable for their availability and time in status- being able to pull this as a monthly report is extremely necessary 

    4
  • Christian Perdikis

    We rely heavily on 'Chat Agent Activity' metrics, which I am learning is not an available dataset in Explore like it was in Insights. What are my avenues for continuing to access this data once Insights is discontinued?

    4
  • Phillip Krieg

    +1 (for many many many years...)

    4
  • Whitney Votaw

    +1

    New to Talk and surprised to find you can't report on a metric that is so crucial in reflecting an agent's performance.

    Also surprising there is no auto-log-off feature for agents! Been 'planned' for quite some time (years). :(

    4
  • eCampus.com (child provisioning account)

    Agree with this metric being available across both Talk and Chat channels.  Reports to measure Availability Time, Away status timestamps, etc. for previous day, week, month, etc. is crucial. This metric is pretty standard for contact centers. 

    4
  • Jay McCormack

    Hi Karen,

    I see that you're asking for more feedback and that's great to hear as sometimes I think our community feels that Zendesk just isn't taking our real world experience into consideration. 

    I've skimmed through the comments and I feel like I can't add a whole lot more. The simple fact is that when managing any sort of call center it is vital to be able to know the status of your agents; how much time are they spending on calls, how much time are they available (raw and average), how does this compare to other agents, how are these numbers trending both for a team as well as individuals...

    The fact that we can't easily get at this information was a complete shock to me when we switched from a competitor to Talk. I foolishly ASSUMED that, since I could see this information on the dashboard that I would be able to report on it as well. 

    If you have more specific questions I'm sure we'd all be willing to provide more feedback as this is, to me at least, the single most important piece of information and the biggest gap in the product.

     

    4
  • Adrian Bishop

    I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

    4
  • Matthew Sammut

    Karen Hynes the highest KPI metrics on our list would be:


    1. Online time (time logged in)

    2. Time in an available state (total time where a user is available for a call/chat)

    3. Time in an away/transfers only state (total time where user is logged in but NOT available for a call/chat)

    The above should be able to be shown per agent / group (for both Talk and for Chat) 

    Looking forward to that update! Thanks

    4
  • Barry O'Connell

    zendesk Why is there no movement on this thread? Agent availability is a standard metric for Call Centers? Can this be be expedited as it seems from this thread and the many others I have come across on the same topic, that a lot of your customer base require this reporting functionality. 

    4

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