Diana

Guys, I've realized, this probably is a money thing for them. They worked really hard to make this new layout, but now their support team has to be well versed on two different versions of the system. They probably got tired of having to be trained on both and just decided to keep the one they liked better.

What software review websites is Zendesk on? 

I thought I was alone at hating the new layout. Having the typing box right at the top is a super useful location, switching to any other way can only be seen as a downgrade, and I'm clearly not alone here. We've tried switching our team to the agent workspace on more than one instance, and switched it back because everything was less functional and useful than on the regular layout, and agents complained that their work was made harder and now involved more steps. 

This isn't an upgrade, and it's quite curious that you're forcing a downgraded mechanism to users who clearly don't appreciate it. Is this setup cheaper for you guys, or something? 

In agreement with the other commenters here. We can definitely understand things being more complicated on the programming backend than it may appear on the front side of things, but you guys have dragged your feet years beyond a reasonable timeframe for a CRITICAL metric. You offer every imaginable phone call tracking metric and even track this very metric on a day-to-day basis, but somehow just finding a way to easily log this daily data historically is somehow a grueling project requiring years and years of work and quarterly promises that continue to get delayed into oblivion? 

It took years of you guys directing us to this blog post to "comment on our concerns" before it was even finally picked up for consideration. Gaslighting us into trying to buy the fact that this has been top priority and you're truly working on it at high-speed, is not appreciated. We're tired of ETA updates. Get it done. 

Will the historic data include actual times that the agent was Active/Away/Offline? Or will it just give a broad number of hours for the sum of the day?

Would be nice to get a real answer to Tom's question - other than "sorry, our customers are important to us, we'll let our developers know about this request." 

It's absolutely ridiculous for such an important metric to be completely ignored.

Thank you

Vincent, 

Does this mean that you will finally start working on this for us? Or is this post just another attempt at getting us to raise our hopes, and continue waiting indefinitely? What does no ETA mean - can you provide even a large, loose ETA? Are we talking a couple weeks or a couple months?

Thank you

I followed up about this recently. Though the Zendesk rep was trying to be nice about it, for all intents and purposes, this is being ignored. Hasn't even earned the dignity of a spot on their to-do list. Seems they just send everyone to this thread to give the impression of the request being heard but here is where it starts and ends. 

I wonder what it will take for Zendesk to care about this for us?

Zendesk, please arrange for this metric to be able to be gathered and reported on, asap. It is extremely important for monitoring the simple but important stats of:

1) How long agents were Online on phones each day (to be able to be used to to compare with their clocked-in times via our time clocks)

2) How long agents are actually "Online" on phones vs. just ticking the "Away" button and slacking off. 

This should have been one of the very first things you built into your Talk reporting, so that we can keep on top of our agents' commitment to phone availability. At the very least, it should be put at the top of your to-do list now please.