Agent "Total Online Time" reporting.

I can see that the agent status dataset is available in the API. However, it seems like I can only pull it for the day, not for a period of time. Is there a way to pull historical data through the API since this function won't be available before the end of this year?

Please update the official comment that appears at the beginning of this thread to reflect the shifting timetable. This is just a hard, hard miss. Again.

Do we have an update when this will be active? 

Hi all, 

I just wanted to give you all an update on our progress with the new Agent Status Metrics in Explore.

On March 16th we released our new Live Agent Status metrics with Drill-in functionality and we were all very excited about letting you know about our great news. However during the incremental rollout 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 an update on the following page very soon outlining when you can expect this feature to be released again. In the meantime if you want to learn more about this new feature make your way over to the following article which will take you through what you can expect on release.

Also in other update news the Historic Agent Status Dataset is still on tack to be released in Q2 2022.

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

+1

Will the historic data include actual times that the agent was Active/Away/Offline? Or will it just give a broad number of hours for the sum of the day?

Hi Diana, 

Chiming in here as I am the PM for historical agent status reporting! 👋 We plan to have granular views for the past 24 hours to enable Supervisors to see their agents status timeline for that period. Beyond that timeframe, we will provide totals for the duration the agent was in each state. 

Hope this answers your question, 

Feel free to direct any historical agent status reporting questions my way! 

Thanks, 

Karen

Hey @karen13 - thanks for that update. Do we have a more set timeline since we are heading into Q2? I need to figure out if I need to build some reports out to handle this on our end or will this actually be delivered this quarter?   I know things are constantly changing at a company the size of Zendesk but I think I speak with most that we just want some clarity and transparency on deadlines that keep being delayed. 

Appreciate any update you can give. 

It's been 3 1/2 years, and I'm now at a different company since this request was made. And this is still not implemented.

I find it quite amazing that measuring one of the most basic metrics for any team is so difficult to do.

Hi @ryan57, 

We have removed the requirement for an EAP for the historical version of this dataset and as a result, we will be moving straight to GA at the start of q3. I've provided a more detailed update on this thread here and I will make sure to keep you all updated as we have more concrete dates.

Please keep the conversation going, all feedback is welcome and I'm looking forward to getting the first version of this dataset released! 

Thanks, 

Karen 

@karen13 Are there any updates about the other half of this request, the Historic Agent Status dataset? You mentioned removing the EAP requirement, but I'm unclear on what that means for the timetable. The last official note said this was expected to released this quarter: 

@karen13

So did I understand this correct? Implementing this request for an extremely basic metric made in 2019 has now gone from H2 2021 to Q2 2022, and now the latest update is that we should definitely believe that it will come in Q3 2022?

I really hope the Zendesk team will understand why we won't be holding our breath.

Hi @cj99 and @tom12, 

We have removed the requirement for EAP for this dataset and as a result, we will be moving straight to GA at the start of Q3. I understand your frustrations and we are working very hard to meet these timelines so that this dataset is readily available for you and your teams. 

I will make sure to keep these threads up to date with relevant information, 

Thanks, 

Karen

Hi all, 

We have some exciting news to share. Our new Live Agent Status Drill-in feature will be released on Wednesday June 8th.

Check out my recent comment on the following announcement page for all the details !

Regards

John Costello 

Explore Product

Hi all, 

We have some exciting news to share. Our new Live Agent Status Drill-in feature will be released on Wednesday June 8th.

Check out my recent comment on the following announcement page for all the details !Regards

John Costello 

Explore Product

@john86 Are there any updates about the other half of this request, the release of the Historic Agent Status dataset? 

Hi @cj99, 

The historical version of the agent status dataset is aimed for release in q3. We have removed the requirement for EAP and as a result, we will be going straight to general launch.

Any further questions, 

Please let me know, 

Karen 

@karen13

An explanation for how this could possibly take 3 1/2 years to implement would be nice. We had this data, but then Zendesk took the deliberate decision to remove access to the most basic CS metric in the world. Then, when it was requested, it took a year to have the request acknowledged, and another 2 1/2 years before it finally starts to get implemented.

Looking at competing products, I have not struggled to find any product that allows easy access to this metric. What I have struggled to find is another example of a CRM company where this metric is not easily accessible. In fact, when speaking with reps from other companies the very question about this being easily available is met with a surprised "why on earth wouldn't it be?"

So why did Zendesk choose to restrict access to this data in Explore? The data is available, and has always been, as evident by the fact that it can be downloaded in CSV format through chat analytics.

@karen13 We're pretty well into Q3, any word on this feature? 

@karen13 @john86

We are now getting in to the last month of Q3, and it seems that the promised "on tack to be released in Q2" which then became "we will be moving straight to GA at the start of q3" now have become complete and utter silence from Zendesk again.

What is the problem in providing the completely most basic metric that exist for a customer service team? Why is this so difficult to provide?

The actual promises to deliver started 1.5 years ago now.

Never mind I guess. I see the answer now in another thread.

Thank you for the "update", confirming what I'm sure most of us already knew. Zendesk doesn't seem to have any sort of plan to actually release this, but rather keep pushing the promises to next quarter indefinitely.

this is basic functionality - I guess the only option is to look at comments for the day to see when they started

@karen13 It's now Q4. Is there any update on the release of this dataset? 

@cj99 In other threads Karen has indicated that they broke the promise to skip EAP, but just like every other time the release date has been moved, they are totally on track for a Q4 release now.