Steve Ross

A historical state report would not only be helpful in supporting payroll issues, but it solve a lot of other operational needs as well. Being able to see when and why statuses were changed would be helpful in controlling your contact center and knowing what opportunities for improving your team members are, especially when the planning/operational management team is not able to see for themselves what is happening in a 24hr environment.

A simple example of a report would be 

 

Agent: Steve Ross

Report: 1/1/18-1/2/18

Date - Time                      Status                                         Duration               Changed By

1/1/18 - 08:59:45             Logged-In/Unavailable                 00:45                    SRoss

1/1/18 - 08:00:30             Available                                       03:10                    SRoss

1/1/18 - 08:03:40             OnCall (609-###-####)                 08:12                    System

1/1/18 - 08:11:52             Unavailable                                   10:00                    SRoss

1/1/18 - 08:21:52             Available                                       00:04                    JSmith

1/1/18 - 08:21:56             OnCall....................

Zendesk,

I'm extremely surprised this would not have been considered upon initial development. I just discovered this being a problem when doing my month end reports after my first month of using Zendesk Talk!

I had one agent who repeatedly just locked her computer and went home for the weekend and apparently was forgetting to go unavailable, it resulted in 647 missed calls on her account alone! The functionality Erin is talking about is common in almost every ACD I have ever worked with. I sincerely hope this is being looked at with more of an urgency then 'new functionality development', as this is essentially a break in how your system should function to provide proper customer service. For the record, Zendesk Chat already has the ability to program these settings, it allows number of seconds before a reassignment followed by number of reassignments before putting the agent unavailable. This should be a minimum functionality.

Can you please advise on the status of getting this functionality fixed?

Regards,
Steve Ross