Agent "Total Online Time" reporting.
PlaneadaNow that you are switching to Explore, there has to be a simple way to run reports on agent "time online" and "time available" in talk.
How are we supposed to know how effective agents are if we don't have any historical report to show if they were even logged in as available!
This is a basic request that is long overdue. PLEASE make sure it is added asap.
Thank you
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Hi all,
We have some exciting news to share. Our new Live Agent Status Drill-in feature will be released on Wednesday June 8th.
Check out my recent comment on the following announcement page for all the details !RegardsJohn Costello
Explore Product
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John Costello Are there any updates about the other half of this request, the release of the Historic Agent Status dataset?
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Hi CJ Johnson,
The historical version of the agent status dataset is aimed for release in q3. We have removed the requirement for EAP and as a result, we will be going straight to general launch.
Any further questions,
Please let me know,
Karen
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An explanation for how this could possibly take 3 1/2 years to implement would be nice. We had this data, but then Zendesk took the deliberate decision to remove access to the most basic CS metric in the world. Then, when it was requested, it took a year to have the request acknowledged, and another 2 1/2 years before it finally starts to get implemented.
Looking at competing products, I have not struggled to find any product that allows easy access to this metric. What I have struggled to find is another example of a CRM company where this metric is not easily accessible. In fact, when speaking with reps from other companies the very question about this being easily available is met with a surprised "why on earth wouldn't it be?"
So why did Zendesk choose to restrict access to this data in Explore? The data is available, and has always been, as evident by the fact that it can be downloaded in CSV format through chat analytics.
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Karen Hynes We're pretty well into Q3, any word on this feature?
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We are now getting in to the last month of Q3, and it seems that the promised "on tack to be released in Q2" which then became "we will be moving straight to GA at the start of q3" now have become complete and utter silence from Zendesk again.
What is the problem in providing the completely most basic metric that exist for a customer service team? Why is this so difficult to provide?
The actual promises to deliver started 1.5 years ago now.
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Never mind I guess. I see the answer now in another thread.
Thank you for the "update", confirming what I'm sure most of us already knew. Zendesk doesn't seem to have any sort of plan to actually release this, but rather keep pushing the promises to next quarter indefinitely.
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this is basic functionality - I guess the only option is to look at comments for the day to see when they started
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Karen Hynes It's now Q4. Is there any update on the release of this dataset?
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CJ Johnson In other threads Karen has indicated that they broke the promise to skip EAP, but just like every other time the release date has been moved, they are totally on track for a Q4 release now.
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The ability to drill into the agent activity from the Messaging dashboard or Live Data dashboard is all very well but how does this work in a real contact centre where they use wallboards? They want to see the various widgets as well as the agent status, number of message conversations being handled, etc. Not all contact centre staff can sit watching a dashboard on a screen - they also manage their team by walking around and this requires visibility of both the queues and the agent activity. Using Explore Messaging dataset is not real time so only useful for historical reporting.
Also where is the data for the agent status for the new omnichannel routing/agent status feature? The article says the data is available for reporting, but not in any dataset that I have been able to find.
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We are closing up on year 3 since the initial request, and with that also getting close to the end of Q4 which was the latest promised release for this functionality. I am not seeing it mentioned anywhere in the announcements and upcoming features.
Are we to assume that the dead silence since May means that this once again is on the ignore list, and that we might as well just start planning the project to switch to a supplier that actually bothers about their customers?
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I saw that you had found an article about how to retrieve this information from the API. Are you able to provide a link to this article / some basic instructions? I'm sifting posts and the reference and don't see anything explicitly mentioning the daily stats, although I'm willing to sludge through making some API calls at the moment.
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To answer my own comment, ZD support linked me to how to do it. I'll edit this comment once I figure out how to filter by date (unless somebody else knows) because that's the only thing I need now.
For anyone else who needs the info but doesn't frequently make API calls:
- In ZD, go to Admin Center > APIs > Zendesk API
- Add an API token and save it somewhere safe
- Create an account with or open Postman
- Create a new request in Postman
- To the right of the word GET, type this in and replace w/ your organization. The first part should match your ZD URL
Ex: https://{organization}.zendesk.com/api/v2/channels/voice/stats/agents_activity.json
- Under Authorization > Type, select Basic Auth
- Under Username, type in and fill in your ZD login email and add "/token"
Ex: john_doe@email.com/token
- Paste your API token into the Password section
- Hit send
The results will be the agent activity. Still unfamiliar with how to request for a specific day, so please reach out if you know!
- In ZD, go to Admin Center > APIs > Zendesk API
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Any Update on this issue?
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Karen Hynes Can you please update us on the status of this? It's now Q1 23, and there has been no communication since we were told "Q4" of last year.
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Considering how both Karen and John have gone completely quiet after giving misleading information about this topic several times, I think it's safe to assume that Zendesk never had any intention of actually providing this functionality.
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Hi all,
I have provided an update on the Zendesk Talk: Allow Reporting on Agent Availability thread. I would like to highlight that we are constantly working on this release and that this work will remain a top priority for our team. We have faced some obstacles during development which has delayed our release but we want to reassure you that we have not dropped the development. 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 for your cooperation,
Karen
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I am sorry, but what?
The data is available through bothersome workarounds. It used to be available until we were all forced over to Explore. So what challenges do you guys have that makes it take 5 years to implement reporting of basic customer service metrics?
Also, what happened with the promise to skip EAP for this? Zendesk has been promising to be "on track" for release for every quarter last year, and every time the quarter has passed without further communication until we get these messages about how it is a "priority"?
What exactly is going on at Zendesk these days with the failure to implement basic CS reporting features and removing features that are already there against almost unanimous feedback that these features are in daily use?
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Karen Hynes i'm sorry but your "explanations" on the situation are unprofessional and ridiculous.
You were promising us last year that this future will be implemented in Q1,Q2,Q3, Q4
Can you imagine that whenever you give us this false information - we inform our stakeholders accordingly and at the end after 250 comments from your customers in both threads and 5 years of "gathering feedback", planning and giving empty promises you are unable to launch this basic and vital reporting.
Why this will be launched as EAP? Do you plan to launch this as another paid add-on??
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We are now looking at some of the alternatives. Several offer easy data migration and can be just as easily integrated with the rest of our systems. I have been looking in to making the business case for our management to switch to Enterprise, but thanks to the constant broken promises from the product managers in this and other threads on the same subject there is no case to make.
After more than a year of broken release date promises, and now reneging on the promise of skipping EAP if this feature is ever made available, there comes a point where one simply has to say stop and move on to somewhere that actually cares about customers.
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In agreement with the other commenters here. We can definitely understand things being more complicated on the programming backend than it may appear on the front side of things, but you guys have dragged your feet years beyond a reasonable timeframe for a CRITICAL metric. You offer every imaginable phone call tracking metric and even track this very metric on a day-to-day basis, but somehow just finding a way to easily log this daily data historically is somehow a grueling project requiring years and years of work and quarterly promises that continue to get delayed into oblivion?
It took years of you guys directing us to this blog post to "comment on our concerns" before it was even finally picked up for consideration. Gaslighting us into trying to buy the fact that this has been top priority and you're truly working on it at high-speed, is not appreciated. We're tired of ETA updates. Get it done.
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Hey everyone,On Tuesday, February 7th at 11 AM CST, the product team will be hosting a PM Roundtable on Explore: Live Data and other features of Explore. We really want to hear from you and discuss what you would like to see improved. This is an opportunity to chat directly with product managers, so if you have feedback you want to share, please register today!
https://zdsk.co/3XTcpXR -
Would the product managers be more inclined to actually answer questions and concerns at this roundtable than you all have been in these threads regarding what we would like to see improved?
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Hey John Costello and Karen Hynes - tried to check this recent comment on the following announcement page for all the details but it looks like the article have been removed or something?
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Hello Jahn,
the article has been unpublished since we have postponed the rollout.
Thank you for your understanding!
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