Agent Talk status for reporting purposes

35 Comentários

  • Barry Neary
    Zendesk Product Manager

    Hi, we are actively working on features which would capture and report on agent availability. I will revert once we have timelines on release.

    0
  • Stephanie La Face

    +1

    0
  • Lou Freitas

    I find it terribly disappointing that this issue has been discussed for over three years, and nothing has been done… The data is already being collected so how has this feature not been pushed out yet?

    0
  • Chris Smith

    Being able to retrieve this specific data is critically important in managing the effectiveness of call centers. It's pretty standard data used in call centers. Can we get an update?

    0
  • Chanteena Murphy

    Agreed!  I want to be able to report on available time and away time via Explore! It is common practice in contact centers to be able to monitor status/time allocation on a daily basis and not having this ability is detrimental to the level of accountability! 

    Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

    0

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