Team Members Page - Customize Columns
I realize that you don't want to turn this into an Explore report, but I've not been able to successfully leverage Explore to answer the basic question: "is each agent engaged today, and what activities are they doing"? It would be great if I could a) add a few columns of my own, or b) "clone" this to an Explore report where I could easily tailor it.
It's good to see all our agents in one place, but instead of just seeing date of last login, I'd like to see date and time of last login and activity since that last login. Or over a span of time, what has a given agent been working on (various types of ticket updates, help center article updates, messaging, chats, etc.)? Or how about a login history for an agent? As we work more remotely, these data help us "see" what's happening with the team even when we can't see the team members walking in and out of the office door.
I've tried tailoring the Explore Support dashboard (Assignee activity widget), but I can't get it to show me what I'm seeking. I apologize if I'm overlooking anything that should be obvious.
Hey there Mark,
Thank you so much for the feedback and insights into how you'd like team management to evolve. Especially your notes on how you would use agent activity information. I've captured them to discuss with the development team.
Introducing the ability to customize the columns you see on the team member's page is on our feature roadmap but is not part of our incremental preview release.
We have a much longer-term vision to start introducing more statistics and data alongside team member info, but it's early days. Your feedback will help here, so, thanks again.
You might want to ask this question in the Explore section. I know we have a query set up for "agent activity". It shows ticket #, agent name, date, internal comments, public comments, tickets created and tickets solved. I also have it on a dashboard with a filter that I can change the date range to whatever I want.
If that's something that would help you, let me know. I'd be happy to share the details on how it's set up.
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