Currently, Explore provides great visibility into support metrics such as ticket volume, agent productivity, and SLAs. However, there’s a gap when it comes to understanding agent working hours and availability data directly within Explore.
Our goal is to have employee information (e.g., working hours, shifts, and availability) accessible in Explore. This would allow us to:
- Generate reports on how many hours each agent works.
- Compare agent working hours with productivity metrics like handled tickets, replies, and resolution times.
- Gain a complete view of workforce efficiency without relying on external tools or manual data merges.
Having a WFM dataset integrated into Explore would greatly enhance reporting accuracy and operational insights for support teams.
Currently, Explore focuses on support interactions and agent productivity data, but it does not natively include detailed workforce management (WFM) datasets such as employee working hours or shift schedules. We recognize that having these insights in Explore would enable more comprehensive reporting—allowing you to analyze agent availability, compare working hours to productivity metrics, and get a holistic view of workforce efficiency without needing to rely on external tools or manual data consolidation.
In the meantime, as a potential workaround, some customers have successfully integrated WFM data through Zendesk’s APIs or by importing workforce data into Explore via custom data sets, enabling combined reporting with support metrics.