Tracking agent log activity in Talk
I'm looking for a way to track the first time that each agent makes themselves available on Voice/Talk each day, as well as timestamps for when they change status or go offline throughout their shift each day. This is something that I've commonly seen in other call center software, and is especially useful when tracking metrics like agent utilization, hours worked, and work avoidance (e.g., comparing changes in availability vs. ebbs in call volume).
This functionality would be incredibly useful, but I've been told that this currently is not something that is available in the Talk API currently. Please add this functionality.
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Agree this is desperately needed. This is very basic reporting for most Support environments.
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I agree as well. It would be useful to have a time stamp of changes performed within Talk, as well as a log of the activities that a user performs i.e Turning availability on/off, and for whom.
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Any updates about this possibility?
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Not only am I strongly agree that this functionality would be incredibly useful but I think that it is also needed to be available for Zendesk Talk. Is there any update regarding this topic?
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Hi Esteban,
Thanks for the feedback!
This is in active discussion inside the team and we are looking to solve this across various different channels inside Zendesk.Thanks
Rohan -
@rohan
What is the status of this update? This is a highly needed functionality and surprised that it is not available this late in the game.
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