Zendesk Talk: Allow Reporting on Agent Availability

7 Commentaires

  • BJ
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    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?

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  • Jay Kelley
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    I need to be able to pull historical availability to understand staff levels, when I need to add staff or eliminate staff.  Historical availability/occupancy is something I've always used for performance management and staff modeling for call centers.

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  • Andy Naylor
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    agree this is very much needed :(

     

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

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  • Lena
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    Please make this, it is much needed for us!

    1
  • Kim Sillery
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    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 

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  • Jeff Von Hendy
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    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)

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