使用仪表板生活在探索中,您可以看到制作h agents are online and which open tickets, chats, conversations, and calls they’re assigned to. This real-time capacity reporting helps supervisors balance availability and workloads across teams, as well as monitor individual agent performance, all from a central dashboard.
The instructions in this article work for theprebuilt live dashboardas well as any live dashboards built in the beta dashboard builder that havereports with drill in enabled.
This article includes the following topics:
Seeing which agents are online
You can drill into a live dashboard to see which agents are online.
To see which agents are online
- In Explore, click theDashboardicon (
). - Open a live dashboard.
- (Optional) Filter the dashboard based on the specific groups or brands you want to see. You can choose up to five attribute values per filter.
- Click anyAgents online报告(支持、消息、聊天或说话)selectDrill in.
AnAgents onlinewindow opens and shows you which agents are online.
Note:TheCapacity in usecolumn appears only if you’veturned on omnichannel routing. SeeCreating capacity rules to balance agent workloadsfor more information on setting agent capacity. - (Optional) Search for a specific agent in the search bar at the top. Use a caret (^) to specify that the agent's name must start with your exact search term. (For example, ^Alex will return "Alex Jensen," but not "Maria Alexander.")
- (Optional) If you filtered the dashboard in step 3, you can use theFilterdrop-down to switch between the filter values you selected before drilling in. In Support metrics, you can currently filter the drill in by group only, not brand.
Seeing which open work items are assigned to an agent
After seeing which agents are online, you can select a specific agent to see which open work items are assigned to them.
To see which open work items are assigned to an agent
- Open the list of online agents.
- From the list, search for or select the agent you want to see work items for.
TheAgent work itemswindow appears and shows the agent's overall status and status for each channel, along with details about the tickets, messaging conversations or chats, and calls the agent is working on.
TheTime in statusshown is the time for the channel you selected when you first drilled in. For example, if you drilled into this screen from a Support metric, the time in status shown is the time active for the Support channel.
Select a work item to see more details.
For each ticket, the window shows the following details:
- Requester: The user who is asking for support through a ticket
- Ticket ID: The unique ID number of the ticket
- Status: What status the ticket is currently in (New, Open, Pending, On-hold, Closed)
- Account name: The Zendesk account name (described inBranding the agent interface)
- Date requested: The date the ticket was submitted
- Priority: How urgent the ticket is
- Group: What group the ticket is currently assigned to
- Last updated: The date the ticket was last updated
For each messaging conversation, the window shows the following details:
- Requester: The name of the user the agent is messaging with
- Ticket ID: The unique ID number of the ticket
- Originating channel: The channel that the conversation started on. Possible values include Email and Messaging.
- Duration: How long the agent has been working on the ongoing conversation
For each chat, the window shows the following details:
- Requester: The name of the user the agent is chatting with
- Chat ID: The unique ID number of the chat
- Originating channel: The channel that the message came from. Possible values include Facebook Messenger and Chat.
- Duration: How long the chat has been active
For each call, the window shows the following details:
- Caller: The phone number of the caller
- Call ID: The unique ID number of the ticket associated with the call
- Call type: The type of call (described inMetrics and attributes for Zendesk Talk)
- Duration: How long the call has been going on
- (Optional) Use theFilterdrop-down to select a channel and see only work items for that channel (Support, Chat, Talk, or Messaging).
If you’veturned on omnichannel routing, theAgent work itemswindow also shows the agent’s capacity underneath their status for each channel. SeeCreating capacity rules to balance agent workloadfor more information on setting agent capacity.
25 Comments
This feature looks quite promising!
However, while trying to test it, I've observed that we have 116% of our total staff members showing up as Online users, or 127% of our used agent seats.
Additionally, no Drill-In option was presented.
Do you need any specific Zendesk plans to access this data? Or is available across all plans as long as you have live support channels enabled?
该功能需要企业或Zendesk套件亚博above, or Explore Enterprise – the graphic at the top of the article shows the plan level requirements.
This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.
HiAndrew DyerandRafael Santos,
Which online channel is this showing up under ?
Just bear with us Drill-in is being rolled out incrementally over the next new days.
Regards
John
John CostelloThis was for the Support figures.
Edit:We now have Drill-In for Chat and Talk, and those are showing accurate counts for Chat, while very weird ones for Talk agents.
John Costello
Hey! We are eagerly awaiting the rollout of this feature, as we do still not have the "Drill-in" option. Is there an ETA on when it will be fully rolled out?
We are also seeing the same thing - there is currently no drill-in option.
Hi all,
During the rollout of this new feature on March 16th we encountered an issue with data relating to the Agent Status metrics. The issue was that incorrect Agent States were being reported.
Given this, we immediately rolled back to the previous version of Live Reporting which has the correct Agent Status metrics for Agents in Chat, Messaging and Talk Channels, but without the new drill-in functionality.
We will have anupdate on the following pagevery soon outlining when you can expect this feature to be released again.
Thank you all for your patience, we really can't wait for you all to get this new feature.
Best Regards
John Costello
Explore Product
Desperately need this!
John Costellois there a timeline as to when this will be live again? We are eager to test it out :D
Can someone help me understand:
1. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours -- wayyyy too many
2. What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please?
Thank you!
Hi, I have a 3rd question:
3. Is there a reason the Account name is included but not the Organization?
Can we configure these fields at some point please?
Hi Heather,
Thank you for the questions and feedback I will try to deal with them one by one:
1. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours -- wayyyy too many.
If this is Support Agent Status :
Note we have seen issues with Agents closing browser and not logging out therefore still showing up as Online. We are introducing an idle fix later this year to resolve this behaviour.
2. What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please?
The way it is defined is Support tickets that are assigned to an Agent and are in Open status.
3. Is there a reason the Account name is included but not the Organization?
No this was our MVP to get our Work item data to Market. We will be working on further iterations later this year. I like your idea of making them configurable I will take it back to the team.
Hope this helped to clarify your questions Heather.
Best Regards
John Costello
Explore Product
John Costello,
Thank you for the reply! I'm replying to your replies :D
1. Thank you for introducing the Agent idling feature at some point soon-- I don't know anyone who actually logs out anymore.... Looking forward to that!
2. You said the definition of "Support agent work items" or "working on x tickets" = Support tickets that are assigned to an Agent and are in Open status.
I would push a little on this one-- when we talk about a real time dashboard,"working on" should mean they are on the ticket and editing it.I can see tickets they are assigned to and are in Open status in a view or report, but that's not technically "real time" that I would expect from a live dashboard.
3. Thank you for thinking about making the fields configurable so we can surface what's important to us! Organization Name would be a no-brainer for most of my instances but I have accounts where custom fields would be more desirable.
Hi Heather,
I take your point on the current definition we have for "working-on" for Support work items you are not the only one to have said this to me recently. I am going to challenge this internally and see where I get to.
Does anyone else feel strongly on this point from Heather, the more voices we have the better chance we have to change.
Regards
John Costello
Explore Product
I agree 100% withHeather Rommel!
The idea of a a real time dashboard is to show what they are actually doing
Adding to the chorus on this one.Heather Rommel's feedback on the definition of 'working on' a ticket is what we align with as well.
If the goal of the live dashboards is to see what's happeninglivethen just counting the assigned Open tickets is not meeting that goal. That's static data and could be shown on conventional boards.
For a real time dashboard, I would expect to see what is actively and dynamically being worked on by agents.
Hello!
I would like to know if my assumption is correct.
When I open the Live data (including chat) dashboard, I see that there is Zero online agent under the Chat section. And all agents are online under the Support section.
My assumption is that Agent Workspace makes online agents visible on Support section. But when an agent is serving chat, the agent will show up in "Agents online" on Chat. And when there is an ongoing call, the agent will show up in "Agents online" on Talk. Is this correct?
Thanks in advance,
Pinky
What is the timeline for getting unified custom status to show on the live dashboard? It would be much more helpful to see that I have X agents on lunch, Y agents in a meeting. I thought this was demoed on a webinar a few months back.
Thanks,
Lauren
+1 on this feature to have the real time status of an agent and possible could be reportable as well in Explore.
We have 120 seats as of the moment and all of them are showing as online even technically half of them are not really working as of the moment.
There's no other way to report the online hours of an agent specially in support.
Hi community!
And what about the historical reporting on the status of agents, as I understand it will be implemented as part of the functionality described above?
Our product team is going to launch an EAP for Historical agent activity reporting likely in Q2. You can check this linkZendesk Explore EAP - Agent status historical reportingfor details and we will be making an announcement on this so customers can register.
HiPinkyyour assumption is correct
Pleasesign into leave a comment.