Zendesk Talk: Allow Reporting on Agent Availability
PlannedAt this time, only real time reporting is available for Agent availability in the Talk Dashboard. It would be store this data so that the agent Total Online Time and Time Available can be tracked. With the current functionality, it requires someone to log in at the end of day (not ideal when you have coast to coast support) to retrieve the day's metrics manually.
Unsure if this topic was posted, but wanted to follow up on this thread initiate 2 years ago -https://support.zendesk.com/hc/en-us/articles/115006250347-Can-I-report-on-agent-availability-in-Zendesk-Talk-
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Hi all,
re-iterate的时间表,我们将看看at a release in q4. We are working hard on getting this released as soon as possible. Please keep up the engagement and I will keep posted on the relevant threads with any further updates.
Thank you,
Karen
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@...Is your last comment missing something?
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Q4 is right around the quarter and this feature has been pushed back multiple times. Can you provide an update with the progress that is being made? When can we expect a BETA or a sneak peak?
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Amie (successcx)I'd just posted that to the wrong place :)
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Agree withJon Simone. Any details you can provide about progress or even a more specific release date would bemuchappreciated.
- Are there any concerns it will get pushed again?
- When this data becomes available, will it be retroactive? For example, if officially released the beginning of October, will we be able to report on data prior to October or just from October and on?
This is baseline information for any management or staffing personnel to know. We need concrete numbers in order to properly review individual team-member productivity over time, especially to ensure we provide a fair work environment and equal work distribution. Our team has transitioned to anoptional(based on performance) remote work/WFH (since COVID) andnothaving this information available to report on has become a rather cumbersome, yet even more critical, piece of data to monitor. We need to be able to verify if specific team members are just as productive at home as they are in office.
We appreciate anything else you can give us! :)
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Reporting on both Chat and Talk to see how long people are on specific statuses (online, away, wrap-up time, etc). How agents manually adjust their status. This is a feature standard with most call taking products and it's hard to understand performance issues without it.
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It's been almost a month since the last update on this post. Is Zendesk still on track to executive in Q4?
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Do we have an ETA on this? Live dashboards makes no sense without being able to monitor real time agent availability. It is the basics of running customer service operations.
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Any update on this request for implementing a very basic standard metric of Agent Availability that majority of your customers have a need for and have been asking for for over 4 years it would seem by these threads?????????
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Any update to this is beneficial. This task has been lingering for an extremely long time. These metrics are essential to all contact centers.
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We've resorted to utilizing tymeshift for historical data on this. Still working out the kinks such as exporting via excel/csv in a way that allows editing but exporting through PDF at least gives you an overview of historical data on talk metrics.
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I would really like this data to be available in Explore as well. Currently, we log in every day at 11:59 pm to retrieve the data from the talk dashboard.
+1 on releasing this as soon as possible.
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Karen Hynesany further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it
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Hi all,
I really appreciate the comments and feedback on this post, please be assured that we are continuously working hard on these datasets and our timeline for EAP still remains as q4. I will ensure to update these threads with any relevant information or changes.
As always, please keep engaged and providing feedback!
Thanks,
Karen
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Karen HynesWith all due respect, Q4 is a bit vague. Is there any planned date for implementation? Is this already road mapped? This thread is open 4 years now so I am sure you can understand the frustration. Agent Availability is one of the most basic and crucial metrics in call centres. I was bemused to find you do not have this capability.
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Agent Availability Granular Report is a must on all support centers. Can zendesk speed this up please?!
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I have to agree with the posters above. This is a major roadblock to the realistic management of personnel. I have been following this feature for a while, and the release keeps getting pushed back. As the feature gets pushed back, I have also had to push back implementing some policies and procedures for my staff. But as we continue to grow, it is becoming harder and harder to run my business without those.
In January of this year, we were looking at a Q2 release.
Then in May, it was moved to Q3.
Lastly, in August, we were moved back to Q4.
Any specific information you can provide would be greatly appreciated. Are we likely to get pushed back again? Has the team settled on a projected release date?
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I won't rehash the core tenets to agent performance for everyone. What has been requested (as far back as '18) is part of off the shelf reporting features in most platforms in this market. I think there's a growing concern this matter is not being given the attention it deserves. Can we get a more defined timeline other than Q4?
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Karen Hynes亚博- You do realise this is Q4 yes? And we are still no further or none the wiser on when we will have this very basic standard metric reporting.
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Terribly frustrating to log in to Support and get a message telling me about the wonderful new MESSAGING dataset and no word on this subject.
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这是4年所以我不屏息以待an official resolution (it's already Q4 so maybe...) but how is everyone working around not having this data? What reports are you using instead to monitor which agents are away for too long when they are supposed to be covering phones?
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same solution as every other unfinished cul de sac. buy 3rd party plug in.
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亚博Karen HynesWe are in Q4. Can you at least respond with an update on the planned implementation or is this just being kicked down the road as it has been since 2018?
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These metrics are needed for all channels, not just chat and talk. With omnichannel routing and the custom agent statuses, this should have been part of that release. Come on, Zendesk, your development times are really slow!
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Karen HynesI appreciate that you update us every so often and at least are reading through our comments. I'm not sure if it's you who has the ability to effectively prioritize this for the Zendesk Development team, but I do hope that you can at least share our continued and growing concern for the lack of this basic feature with them, in hopes it generates quicker movement or at least more transparent, detailed and concrete communications to us.
添加到这个线程…having access to this historical data is proving to be more and more problematic as time goes on.It's difficult to run effective customer service teams if we can't monitor who is servicing our customers.We purchased Talk with the expectation it would improve the customer experience by streamlining agent workflow (including their call availability). While their workflow has been improved with some features, it's hard to justify the continued cost of this product if we can't report on these basic metrics.
Do you have any advice on what we (as Zendesk customers) can do to expedite this or at least get a concrete answer on when (specific date) these metrics will be available to us? -
Is there any update or ETA on this? We are now mid-Q4 and many companies are headed into peak volume season.
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Agreed, with omnichannel routing and the new custom agent statuses, having visibility into this is really important. Is there an updated ETA, other than Q4?
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I second that - is there an ETA on this?
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They've announced in other places it has been kicked to "sometime next year" with no details and no official updates to pinned comments. This has been happening literally every quarter now for over a year.
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You have my upvote on Availability, an essential metric in a contact center.
Pleasesign into leave a comment.
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