Agent Login/Out Activity Report
I called into Zendesk Support asking about generating a report that covers all of my Agent login/logouts for business days. In my case this would be MON-FRI 9AM-5PM.
However I was surprised to hear there is no way to do that currently. Can I make a feature request for this?
The use case: Admin wants check and make sure that all agents are actually logged in during business hours and the admin needs to gather this information for weekly report. The report will be for Talk and Chat.
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This would be helpful. It could simply be added to the audit log.
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I read in ZenDesk Knowledge Base (KB), that one can get the Agent Login / Logout report, and the following parameters, in the following articles with source references:
ZenDesk Dashboard Metrics:1a. Talk Metric: Total Online Time. Definition: Total time the agent was on a call, in wrap-up mode, or online. See Note 1
1b. Talk Metric: Time Available. Definition: Total time agent was available to answer. See *Note 1*calls and set to Online. Does not include time on calls or in wrap-up mode.*Note 1*: Follow For ZD Talk metrics, ZenDesk Reporting article ID source : https://support.zendesk.com/hc/en-us/articles/214629687-Analyzing-call-activity-with-the-Talk-dashboard to get these metrics
2a. Chat Metric: Logged In Duration. Definition: Total logged in duration of the agents. See Note 2
2b. Chat Metric: Online Duration. Definition: Total duration of the agents where agents had online status. See Note 2
2c. Chat Metric: Away Duration. Definition: Total duration of the agents where agents had away status. See Note
2d. Chat Metric: Invisible Duration Definition: Total duration of the agents where agents had invisible status. See Note 2*Note 2*: https://support.zendesk.com/hc/en-us/articles/206544348-Insights-metrics-reference-Professional-and-Enterprise-#topic_hfx_ndb_x1b
Please confirm if these are the correct metrics for Agent Login / Logout activity report generation for ZenDesk Talk, and ZenDesk Chat; ASAP.Please let me know if you have any questions.
Thank you.
Karthikeyan S.
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