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Include Zendesk's "6 customer service KPIs every support team should track" as prebuilt metrics

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CJ Johnson

Publication le 09 juin 2021

Hi Team,

I came across this article: https://www.zendesk.com/blog/customer-support-kpis-need-track/

And immediately found it extremely odd that not all the KPIs listed there are available in Explore. Specifically, Occupancy is left out. This is a huge headache of a formula to write, so it seems especially strange that Zendesk would tout it as highly important, but then not actually make it something the product can do out of the box. I found this article while trying to find a pre-written custom formula for this exact kind of thing, which makes it an extra awkward customer experience.

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    Alberta Rosa

    Hi CJ Johnson! I am curious to know if you managed to build a working formula to report on Occupancy and - if yes - whether you could share your formula here. Thank you so much!

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    CJ Johnson

    Unfortunately, it's not possible to calculate this with Zendesk. Zendesk (still) does not have an attribute for the timestamp agents logged out, so there's no way to complete this formula. 

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