best practice to track agents productivity

Hey @naama11 - 

Depending on your plan, you might be able to get some of the information you're looking for out of Zendesk Explore using live dashboards.  Other than that, creating admin-only views that show tickets updated today, grouped by assignee would be your next best resource (outside of adding on a service like TymeShift).  Hope this helps!

Brandon

Hi Naama,

Brandon also mentioned Zendesk Explore. It is really a great tool, where you can easily create new dashboards within short or even use the already implemented ones. They are already powerful.

I am also using the feature to inform the leads of my team via mail every Monday.

Regards, Stephan

Thanks, @brandon12 ! i did try before the live dashboard but sadly I think I got it the wrong way because I couldn't manage to get the live data. is there any template for tracking the agents' activity live dashboard? 

@stephan12 care to share a few tips for tracking activity live? 🙏🏼 😬

Hey Naama,

You might benefit from learning more about Live Data Widgets.  Beyond that, you'd most likely need to leverage the API to pull data directly out of the system.

Brandon

Hi @naama11,

In fact we are not allowed to track personalized data due to an agreement with our works council I decided to monitor the following:

1. number of tickets and comments of agents per month
2. SLA target achievement rate by month (30 days)
3. number of tickets per group on status basis (new, open, pending, hold, solved & closed)
4. statistic of answer bot answers
5. public and internal comments per month
6. CSAT per group (not active at the moment - B2B business)
7. I would also recommend a statistic about the channel used (mothly basis)

My aim was to start and to learn over the months what is useful or if there are some statistics which have to be clarified in detail.

Regards, 

Stephan

Hey @stephan12,

What is the “works council”? Why does this prevent us as Zendesk customers from tracking our employee productivity using Liva Data?

I would also like what @naama11 has requested. Live Data metrics for more than what is included via https://support.zendesk.com/hc/en-us/articles/4408843357210-Live-data-components-for-Explore-dashboards

The most useful metric would be public comments by agents. This is probably the easiest way to for managers and agents to track productivity, but hourly updates for the existing metric (which I am to currently understand is the timeframe for updates to that matric) is not really adequate in my opinion.

In Germany we have a co-determination by a third party called works-council. This party has also Impact like the managing board and HR. They are taking into consideration the interests of the employees. Transparency on basis of personal data are forbidden.