Zendesk Talk: Allow Reporting on Agent Availability


215 Comentários

  • Comentário oficial
    Karen Hynes
    Zendesk Product Manager

    Hello everyone! I am thrilled to be back with updated information on this feature request. We are excited to announce that this feature has now reached GA! See the announcement for more information. 

    If you have any product feedback about this feature, or another area on Talk, we would love to hear from you! Please create a new post in our Talk forum using this template to share your thoughts; our product feedback team will log and review every piece of feedback that comes through.

    If you need a reminder on how the Zendesk product feedback forums work, see our Community Guidelines

    At this time we are going to close this post for comment. Thank you all again for your passion about this feature and for being valuable Zendesk customers. 

  • BJ Wright

    I also would really like to have this data where we could review for a set period of time. Having to grab it manually every day is not ideal. Can you provide an update on this request?

  • Jay Kelley

    I need to be able to pull historical availability to understand staff levels, when I need to add staff or eliminate staff.  Historical availability/occupancy is something I've always used for performance management and staff modeling for call centers.

  • Andy Naylor

    agree this is very much needed :(


  • Amanda

    Agreed we need this feature. It would also be great to report on not only availability, but the other Talk Statuses as well.

  • Lena

    Please make this, it is much needed for us!

  • Kim Sillery

    This is a vital feature of almost any call center.   Our reps are held accountable for their availability and time in status- being able to pull this as a monthly report is extremely necessary 

  • jvon
    Zendesk Luminary



    Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).


    Seconding Amanda's request for reporting on all statuses -- I'd also like to know how many times an agent manually went into each status (in case someone is toggling quickly to avoid calls)

  • Bertram

    +1 totally agree, this is a major missing KPI, which is basic and has to be available.

    Honestly I am shocked, that - especially with just 3 different status sets - there is no chance on reporting this.


    Never expected these to be missing - will be a crucial factor deciding wether I extend our suite plan..

  • Eve-Anne

    Basically, there is a solution, with a tool available on the MarketPlace. Its Snapcall. All those KPI's are available on live but also can be reported and downloaded, or pushed to a CRM or linked to a Google Analytics. Easy, and so much more data. Cheers. 

    @..., @..., @..., @..., @..., @..., @... & @...

    Wish you a good day to everyone. 


  • Avinash Mugali

    Agreed! We need to know the total time an agent was available for any period of time we want to draw historical context. This is a basic hygiene metric for a call talking support organization. It helps us know the distribution of workload and also if someone is not adhering to the timelines set. 

  • Lee Burkhill

    This is such a basic feature which is missing. We've had to move our entire call centre into Zendesk Talk ahead of schedule, and we're struggling to track this. Each of the call centre team leaders have to manually record each agents online/away time from the Talk dashboard at the end of the day which is ridiculous.


    Luckily we're a small call centre (around 50 agents), but I could see this being a major problem for larger ones.

    Starting to think Zendesk Talk was not a good idea and we'll most likely look to go with an alternative solution.

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Upvoting here also. We would like to see if there's a pattern in agent availability.  Not all Zendesk accounts have developers on staff to pull the API and maintain a separate report....

  • Kyle Clark


  • Sydney Neubauer

    Also upvoting as this would help determine which Agents are performing up to standards and who are needing coaching opportunities

  • Julian Franczyk

    +1 Vote from me!

  • Christian Perdikis

    We rely heavily on 'Chat Agent Activity' metrics, which I am learning is not an available dataset in Explore like it was in Insights. What are my avenues for continuing to access this data once Insights is discontinued?

  • Phillip Krieg

    +1 (for many many many years...)

  • Starla Honea

    Yes Please! 

  • Kelly Johnson

    I would like to see this as well. This could show us how many people were logged in at any given interval AND available to accept an inbound call.  It would be very helpful in figuring out where we are having capacity issues. 

  • Kamil Adrianowski

    We would really appreciate having this feature available so it's easier for agents to see who's available, it would be easier to mitigate situations where everyone is "away" for longer periods of time.

  • Juan Cabrera

    Is there any update on this thread?  I'd have to agree with most comments above that this is a must for all service desk managers to review their agents.  Thank you.


  • Trevor Whitecotton

    +1 here. Hard to believe this isn't a native option. Please address this ASAP, Zendesk!

  • Andy Y. (SkySlope Support)

    Another +1!

    Use case: Our team doesn't necessarily track metrics like available time, but we rely heavily on these and similar metrics in cases where we need to validate the times that an Agent was and was not available in ZenDesk Talk. 

    Please please please incorporate this into ZenDesk Explore!

  • Ollie

    +1 for this! 

  • Abdul Muneer B

    We want this feature to be available on this as soon as possible.

    Zendesk Talk: Allow Reporting on Agent Availability

    Zendesk Talk: Allow Reporting on Agent Availability – Zendesk help

  • Whitney Votaw


    New to Talk and surprised to find you can't report on a metric that is so crucial in reflecting an agent's performance.

    Also surprising there is no auto-log-off feature for agents! Been 'planned' for quite some time (years). :(

  • Karen Hynes
    Zendesk Product Manager

    Hi everyone, 

    Karen Hynes here, I'm a Product Manager who has recently joined Zendesk and will be working on this Agent Activity reporting experience. Currently we are in the discovery stage of planning for this feature and would love to get further feedback from you all!

    I want to acknowledge all the brilliant feedback on this post so far and the importance of threads like this whilst we think through how to shape these reports. First of all, we will be focusing on historical data relating to agent status and availability, and as a result, we would love to hear of any further use cases, "must haves" and suggestions from you and your teams.

    Please feel free to comment below as it would be really beneficial for us! The comments so far have been well received and I will be monitoring and engaging on this thread and others. 

    Looking forward to hearing from you all,


  • Josh Guthrie

    It may have already been mentioned here - but all of these metric updates need to be featured across all applicable channels. Agent availability is just as crucial in Chat as it is in Talk etc.. 

  • eCampus.com

    Agree with this metric being available across both Talk and Chat channels.  Reports to measure Availability Time, Away status timestamps, etc. for previous day, week, month, etc. is crucial. This metric is pretty standard for contact centers. 


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