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Report on Agent Status in Messaging

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Jahn

Zendesk LuminaryCommunity Moderator

Data ultimo post: 16 ott 2023

In messaging you can actually Create custom unified agent statuses  which is great but the thing is you won't be able to get report for this in Explore which is quite frustrating.

Workaround is to get the Tymeshift application which can be really expensive depending on the number of agents you have. Is there a chance or will this be included in the explore natively anytime soon? We just need to pretty much have the reports with the online hours of agent in line with the status in Zendesk. 

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3 commenti

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    Shawna James

    Community Product Feedback Specialist

    Hi Jahn, thank you for taking the time to provide us with your feedback. I want to confirm that this is logged for our PM team to review. Thank you for your patience as they look to reply to your question. 

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    Karen Hynes

    Zendesk Product Manager

    Hi Jahn , 

     

    Please note that you can report on these metrics via the agent state and agent state daily dataset in Explore! This was released at the start of the year and hopefully will meet your expectations. Please find more information in the following announcement. 

     

    Thank you, 

    Karen

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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hi Karen Hynes - thanks for the response.

    We already have the report now and we also have Tymeshift. Thank you! 

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