I'd like to better understand our agent's day. When they go online. How long they spent available how many calls they took etc.
Mostly, it's a recap of the attached report which we can get from the Talk Dashboard when you click on MORE, but it's per Agent. . . I'd like to see this with multiple agents in there. and it doesn't need to be live. A historical look over time is appropriate.
Hi @david52 !
The closest we have would be in Explore. Specifically Explore recipe: Reporting on agent state
Your team can create a custom report using the Agent state dataset: Metrics and attributes for agent state, activity, and productivity
Or use the prebuilt dashboard instead: Analyzing agent state and activity
Having a consolidated report with login times, availability duration, and call count would make it easier to manage team productivity.
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While Zendesk does not currently offer a native, all-in-one report with these exact metrics, there are a few ways you can achieve similar visibility: