Chat Monitoring - Agent Status Reporting

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4 Comentários

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Chris,

    Thank you for writing in and providing detailed feedback. We understand the need for it and have it as part of our roadmap for second half of 2017.

    We will have reporting on individual agent status as part of Analytics. It would not be available in real-time in Monitor. 

    The agent status reporting will provide time as well as duration for which an agent was Online, Away , Invisible. It will be similar to Agent Logged In and Serving time  provided in Agent Reports.

    Would this work for you? 

    - Prakruti

     

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  • Chris Nicholson-Doyle

    Yes, that will do the job very nicely.

    Thanks Prakruti. :)

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hello! 

    We recently added agent status reporting in Analytics. Admins can now view 

    • number of agents online across time duration
    • time spent by agents online as part of Activity Breakdown
    • timestamp & duration of time spent by agents online, away and invisible as part of CSV report

    More information can be found here

    - Prakruti

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  • Chris Nicholson-Doyle

    This update is fantastic and the team are already taking advantage of it.

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