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Karen Hynes's Avatar

Karen Hynes

已加入2021年10月16日

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最后活动2025年2月17日

Zendesk Product Manager

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的最新活动 Karen Hynes

Karen Hynes 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Hi Atanas Tomov

 

Thank you very much for the feedback, we are working on a historical omnichannel queues dataset which is currently planned for late H2. We would love to hear your feedback if there are particular metrics you are interested in. 

 

Thank you, 

Karen

查看评论 · 已于 2024年6月15日 发布 · Karen Hynes

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Karen Hynes 创建了一篇文章,

文章开发者更新
宣布日期 推行日期
2024 年 6 月 10 日 2024 年 6 月 10 日

Zendesk 很高兴宣布推出 Zendesk 帐户组可用性 API

此公告包括以下主题:

有什么变化?

目前,客户可使用专员空闲状态 API 跨渠道实时查看专员状态和工作量信息。这些数据是按专员显示的。

通过 Zendesk 帐户组空闲状态 API,您可以查看专员组的聚合状态、工作量和工作量数据。使用新版可用性组 API 时,请务必注意,数据由四部分组成:

  • 处于各种标准状态(非统一专员状态)的专员数量: 在线离开仅转接离线
  • 仅限全方位渠道路由 )每组处于每个 标准 和自定义统一专员状态的专员数量
  • 仅限全方位渠道路由 )每个渠道的 最大 工作量总数。是渠道中每个专员的最大工作量乘以组中专员的数量得到的结果。
  • 每个渠道分配给组中专员的工作项目总数。如果您使用的是全方位渠道路由,则可以将此值视为组的已使用工作量。

Zendesk 为何作出这项更改?

许多用户向我们反映,为专员提供状态和工作量信息的现有 API 需要大量精力和时间才能有效监测和报告这些指标。因此,我们添加了此组级别的 API,以提供此数据的全局视图,并减少获取此信息所需的开发工作。

我需要做些什么?

您无需进行任何操作。帐户组可用性 API 对所有人可用,无论您是否在使用 全方位渠道路由

如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

翻译免责声明:本文章使用自动翻译软件翻译,以便您了解基本内容。 我们已采取合理措施提供准确翻译,但不保证翻译准确性

如对翻译准确性有任何疑问,请以文章的英语版本为准。

已于 2024年6月11日 编辑 · Karen Hynes

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Karen Hynes 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Hi Yen Nhi Nguyen  Jake Warren

Thank you for this feedback, we will take this request and review with the team when this might be feasible. 

Thanks, 

Karen

 

查看评论 · 已于 2024年6月04日 发布 · Karen Hynes

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Karen Hynes 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Hi Jahn

 

Please note that you can report on these metrics via the agent state and agent state daily dataset in Explore! This was released at the start of the year and hopefully will meet your expectations. Please find more information in the following announcement

 

Thank you, 

Karen

查看评论 · 已于 2024年4月17日 发布 · Karen Hynes

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Karen Hynes 进行了评论,

评论Team members and groups

Hi Jennifer Gillespie

Could you raise a ticket please and we will look at investigating this further? 

Thank you! 

Karen

查看评论 · 已于 2024年4月15日 发布 · Karen Hynes

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Karen Hynes 进行了评论,

评论Building reports

Hi Shai Eyal

If you are utilising the 'agent state' dataset, you can report on state start time, state end time and also duration in state. 

Thanks, 

Karen

查看评论 · 已于 2024年3月25日 发布 · Karen Hynes

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Karen Hynes 进行了评论,

评论Building reports

Hi Benjamin David John Clough

This feedback is noted and we will be releasing another dataset shortly which contains further information regarding agent capacity. After this release, we hope to enhance this capacity dataset with further agent level productivity metrics in H2. 

Thanks, 

Karen

查看评论 · 已于 2024年3月25日 发布 · Karen Hynes

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Karen Hynes 进行了评论,

评论Explore recipes

Adam Wilson the Omnichannel- Agent State Daily dataset provides you with an aggregated daily view whilst the Omnichannel - Agent state dataset provides you with a timestamp view, so therefore if you want to report for the current day, it is best to use the Omnichannel- Agent state as this will be refreshed each hour (subject to Explore refresh rate) with updated timestamp data whilst Omnichannel- Agent State Daily will only be updated at the end of the day to provide the aggregated detail of the duration agents spent in each state for that given day. 

Please let me know if there are any further questions, 

Thanks, 

Karen

查看评论 · 已于 2024年3月19日 编辑 · Karen Hynes

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Karen Hynes 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Hi Jake Warren

We announced agent state historical reporting at the end of January. Through the agent state dataset, you can report on the timestamp agents change their state. Whilst I appreciate this might not indicate their exact log-in timestamp, this dataset could be utilised to infer this through the first state change for a given day (eg; offline to online). Please let me know if you've further feedback on this topic. 

Thanks, 

Karen

查看评论 · 已于 2024年3月14日 发布 · Karen Hynes

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Karen Hynes 进行了评论,

评论Building reports

Hi Cécile, 

Happy to help! Please refer to the following documentation for more information on unified agent status and creating custom unified agent statuses.

There are four default unified agent states: online, away, transfers only, and offline, as well as a custom states. Therefore, regardless of creating custom states, the four default unified states will always be available.I think the confusion here may be as a result of the custom states mapping to per channel states and the impact this has on reporting. We have an article to help with this available here.I will elaborate on this further below: 

Reports can be filtered by CHANNEL. When OCR is enabled, by default the pre-canned dashboard is filtered to display UNIFIED channel. UNIFIED channel reports on default unified and custom states. For custom states, as a result of their configuration by channel, there would also be per channel reporting available. This can be viewed by filtering for all channels (screenshot 1).

Pause déjeuner would be reported on under the UNIFIED channel for 1.5 hours. If this is mapped to AWAY for all channels, you would see this time reported as Away when you filter by Away for Support, Talk, Messaging channel (screenshot 2 - filter includes channel Away state and Custom state (eg: pause déjeuner)). 

If you were in UNIFIED Away state prior to Pause déjeuner, this would also be included in the per channel Away duration. Take the following example for the Messaging channel: 

  • Time spent in AWAY state Messaging= Time spent in UNIFIED AWAY + Time spent in Custom state which maps Messaging as Away (eg: petit déjeuner)

 

I hope this helps clarify your question. These datasets have also moved to GA, as per announcement here

This is also available for non OCR customers on Professional+ plans who have agent workspace enabled but please note, custom state data would not be available and therefore you would just see per channel mapping. 

查看评论 · 已于 2024年3月12日 发布 · Karen Hynes

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