Chat Concurrency : Explore reporting is an incomplete replacement for Insights

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43 Commentaires

  • College Avenue

    Hello, is the report available?

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  • Dawn Anderson

    Hi Clay Turk 

    Is there an update on this please including if documentation is ready, can see we still haven't got it in our instance yet?

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  • Nate Fritz

    Hi Clay Turk

    I realize that this metric might not be available yet since it's not technically the end of the week, but once it does show up, where will we find it in Explore?

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  • Clay Turk
    Zendesk Product Manager

    Hi everyone, 

    Unfortunately we have run into an issue loading older data, and are working through this with the Chat team at the moment. We don't have a new ETA just yet, but will post here once we do. 

    As for the dataset itself, we will be adding it to the existing Zendesk Chat dashboard, as well as providing a net new dataset. Once the dataset has been loaded for your account you will see this new tab in the default Zendesk Chat dashboard:

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  • Dawn Anderson

    Hi Clay Turk

    Any update on this please? Insights is not deactivated so we have no visibility of this data.

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  • Shane Monaco

    Hi Clay Turk,

    Our Reporting team is looking for this dataset as well.  Is there any update or ETA on release?

    Thank you

    Shane

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  • Ethan Chia

    Hi Clay Turk,

     

    Hopefully, there's some good news on the availability. This metric is extremely important as we need to forecast our capacity and also understanding our agent's efficiency.

     

    Thanks,

    Ethan C.

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  • Matt Salas

    We're still not seeing this new dataset. Any updates?

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  • Matt Taylor

    Hi Clay Turk

    Will the concurrent dataset be available via the API when the new data set is released?

    Thanks!

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  • Ramona

    Hi Dawn! Any update regarding this topic? When we will be able to see the MIN/MAX/AVG chat concurrency per agent, per hour, along with other agent level attributes. Thank you!

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  • Dawn Anderson

    Hi Ramona - I'm waiting like you on this :)

    Clay Turk - any updates please as it's been quiet on this front for a while now.

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  • Clay Turk
    Zendesk Product Manager

    Hi all,

    We are still working through issues with the Chat APIs, but due to be testing the latest change this week. If all goes well we should be able to provide a more meaningful update around timing shortly thereafter. We really appreciate your patience here, and will post an update as soon as possible.

    Clay and the Explore team

    -1
  • Vadim Kotenko

    Hi Clay,

    Do you have any new ETA when the chat concurrency dataset will be available?

    Thanks, 

    1

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