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Feature Suggestions: Talk Dashboard Analytics for historical data

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Maya Way

已于 2023年7月11日 发布

Feature Request Summary: 

We would like for the Talk Dashboard to have a section or tab dedicated to Analytics. Ideally this would allow us to review historical data for agents, rather than just data from the current day. Some historical data we'd like to see through the Talk Dashboard Analytics section/tab includes:

  • Time online, time available, total talk time, calls accepted, etc.

Description/Use Cases: 

A team member is responsible for tracking historical analytics data for our Talk Agents. They're using the Talk Dashboard, but are only able to view data from the current date. They're unsure where to go to find this data outside of creating/using an Explore Report.

Business impact of limitation or missing feature:

This would be very convenient for us as our Talk volume increases. While the data may be accessible elsewhere through customized Explore reports, access to it within an existing Dashboard would be a wonderfully convenient addition.

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    Karen Hynes

    Zendesk Product Manager

    Hi Maya Way, 

    Thanks for getting in touch! We currently have an EAP for Agent State Historical Reporting. Please find the sign up form here. Documentation for this EAP is also available here if further information is required. We have a long term initiative to improve our agent productivity reporting and your requirement is noted. 

    If you have any further questions please let me know, 

    Thanks, 

    Karen

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