Karen Hynes

1. Comunidade
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Hi everyone, thank you for your feedback and for raising this again as it has been a few months since we have been able to provide an update. Rest assured this feature update remains top of mind bu...

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• Karen Hynes
• Criado 18 de setembro de 2023 16:21
• -2 votos

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. Is there a way to identify number of agents worked / involved per ticket(not just assigned) from Support Dataset

Hi Krishna,  This space is for posts relating to the Agent state and activity EAP in Explore. To get more visibility on your post I would recommend moving it to the general Explore space within the...

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• Karen Hynes
• Criado 25 de agosto de 2023 08:26
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. Want to provide some EAP feedback?

Hi Bobby Watton,  Thank you very much for this feedback. It's really appreciated. Custom state reporting is planned for both Live data and Historical reporting. Live data is planned to be released ...

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• Karen Hynes
• Criado 21 de agosto de 2023 08:25
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. Want to provide some EAP feedback?

Hi both,  Thanks for reaching out! Please feel free to sign up via the following form.  Thanks,  Karen

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• Karen Hynes
• Criado 17 de agosto de 2023 08:09
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. Documentation: Metrics and attributes for agent state and activities

Hi Gerald J,  Yes we will be including Custom states later this year- most likely a q4 timeframe.  Thanks,  Karen

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• Karen Hynes
• Criado 21 de julho de 2023 13:01
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. Documentation: Analyzing agent state and activities

Hi Amelia,  This is currently an active EAP. You can sign up via the following form! Any further questions, please let me know. Thank you,  Karen

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• Karen Hynes
• Criado 18 de julho de 2023 07:02
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. For the times to be in chronological order

Hi Bonnie,  We will take this into consideration for visual improvements.  Thanks,  Karen

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• Karen Hynes
• Criado 17 de julho de 2023 10:54
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. I would like to see an accurate AHT - Total Talk time divided by the number of calls they took

Hi Bonnie,  Thanks for this feedback, we will take this into consideration for future roadmap/new metric creation.  Thanks,  Karen

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• Karen Hynes
• Criado 17 de julho de 2023 10:53
• 0 voto

1. Comunidade
2. Zendesk Explore EAP - Agent status historical reporting
3. Important notice: Account reload required for the Agent Status Historical Reporting EAP

Hi Ivette,    Data from the agent state, agent state daily and agent capacity datasets will now only be available for the past 3 months. So your account may have lost some data in these datasets, h...

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• Karen Hynes
• Criado 13 de julho de 2023 16:49
• 0 voto