Zendesk Talk: Allow Reporting on Agent Availability

@karen13

Regarding to the comment below:

"In relation to Agent activity historical reporting, we will be launching this dataset in stages, with the first version focusing on reporting on agent states across channels." 

Does it mean that when the dataset will be released, we can monitor historically agent activity on all channel: tickets, chat and talk? 

@karen13

Wanted to second @Packlink Shipping SL with his question above. With the target rollout of Q2 of the first data set, would this be a dataset in Explore where we would be able to pull the historicals? Specifically for my Org, we are looking at Zendesk Support (Tickets) and Zendesk Chat, as we don't use Zendesk Voice at this time. 

Thank you! 

Hi @Packlink Shipping SL and @jacob42, 

This dataset will enable you to report on agent states historically across channels- therefore you can pull information for Support, Talk or Chat/Messaging. The dataset will be available in explore and will also be exportable. 

Any more questions or feedback feel free to add,

Thanks, 

Karen 

We also need this feature to manage agent performance. Total Online (available) time in Talk specifically. I currently have to login 3+ hours after my shift ends to check the stats for the day before they get cleared. 

No idea why this would not be included from the start - online time and available time are core KPIs for any team lead or manager who is managing the availability of a support team. The data is there, and available, I cannot see any reason it would not be accessible from Explore.

+1 from me, put this on the top of your list for BOTH Talk and Chat, this sohuld be a minimum requirement for a PAID reporting application.

Could not agree more with @matthew22!

Real time monitoring of all channels and historical data of time on task (talk, chat, ticket) is a must have for measuring team productivity. 

Why do you need to push customers to use third party software to accomplish this. 

Any update on this? This is really a basic call centre metric which should already be available!  

Until the launch of this dataset occurring sometime within Q2, I'm curious how others are working around this Zendesk issue.  Any alternatives better than screen-shotting the daily agent snapshot at a consistent time each day from the Talk dashboard, then working the data manually?

I'd also be very interested if somebody has a workaround they could recommend. Our Team Leads need to be able to see the amount of time an agent has been available/online, and doing it manually just isn't an option. 

I've got customers who run both Talk and Chat and need to be able to see:

- the amount of time and agents has been available v offline

- the time periods where they were offline v offline

Both of these 2 things, can help diagnose issues with these 2 channels. For example, you get a bunch of VM's during the middle of the day, when agents swear they were online and available to take calls but the report data shows they took 0 calls. Being able to see this type of data and hold accountability back to the agent would be awesome.

The same thing with chat, when a bunch of missed chats come through during the day, and agents claim they are online, we look and can see they are invisible and not truly online to take chats.

Hi all, 

Just looking to give a small update- our plan is still to have a release towards end of Q2, this will most likely be an EAP release and closer to the time we will have comms on how to join (any changes will be communicated accordingly). The dashboard will provide information regarding agent statuses and workload per channel.

With regards to workload (work items assigned to an agent), we would be very interested in hearing what is useful to you from a metric and KPI perspective? For example; Median/ Average/ Total Workload. It would be great to get your feedback on this as we want to make sure we are addressing your needs!

Thanks, 

Karen

Priority 1:

• Total / Average Online Time (min + hours) 
• Total / Average Talk Time (sec + min + hours)
• Total / Average Wrapup Time (sec + min + hours)
• Total / Average Break Time (min+ hours)
• Total / Average Availability (Online minus break minus Talk time)

Prioritiy 2:

• Total / Average Offered Calls
• Total / Average Accepted Calls
• Total / Average Declined Calls (manually)
• Total / Average Declined Calls (response Time exceeded)
• Total / Average Forwarded Calls
• Total / Average Talk Time
• Total / Average Ring Time (difference between offered / accepted in sec.)
• Total / Average Wrap up time
• Total / Average Hold time

These are just the general basics that you MUST be able to report in order to analyse an overview of availability, productivity and quality of your hotline performance.

I know that they calculate in brackets and that some figures can be presented in a roundabout way (Priority 2), but why make it so difficult for the customer (us) than to simply define and offer the standard KPIs?

How well and productively my team implements this and what the reality looks like from a workforce management point of view, especially in the home office, remains hidden to me without the KPIs under Priority 1.

@karen13 the highest KPI metrics on our list would be:

1. Online time (time logged in)

2. Time in an available state (total time where a user is available for a call/chat)

3. Time in an away/transfers only state (total time where user is logged in but NOT available for a call/chat)

The above should be able to be shown per agent / group (for both Talk and for Chat) 

Looking forward to that update! Thanks

+1

Hi @bertram11 & @matthew22, 

Thanks for the feedback, our priority for version 1 will be agent states and workload per channel. Agent states referring to the core Zendesk states per channel. We will be enhancing this dataset with time and will constantly look for feedback so your thoughts are much appreciated. 

As mentioned above, we are interested in hearing the community's thoughts with regards to workload (work items assigned to an agent) and we are very interested in hearing what is useful to you from a metric and KPI perspective? For example; Median/ Average/ Total Workload. 

Thanks, 

Karen

@karen13 could you please be more specific?

Does "core Zendesk states per channel" include the 3 scenarios I described above? or are these not available in version 1?

HI @matthew22, 

Core states refer to states recognised by Zendesk per channel for example for Talk- Online, Away, Transfers Only and Offline. We will not be tracking when agents log in/out in the first version of the dataset. You will be able to filter by group and agent. 

Hope that makes things clearer, 

Thanks, 

Karen

It does, thank you.

Will there be a beta for this?

Hi @jon32, 

Yes we will have a beta/EAP for this dashboard. Closer to the time of release, I will update on this thread how to sign up to be involved! 

Thanks, 

Karen

Average and Total are the most useful to me.  I break my KPIs by hour to gauge productivity.

Is there any ETA yet on when this might be ready? I know we're saying "end of Q2" but clearly we're all anxious and in desperate need of this update.

Because Zendesk does not currently have this capability, I am actively exploring other CRM/phone solutions but would prefer to stay with Zendesk if we can get this running.

Yes, I use agent availability in conjunction with various call counts, number handled, transferred, declined, outbound; average talk time, after call work, handle time. They are factored into performance tiers, e.g., above average, average, and below average. The same metrics are applied to the department, teams, agents, etc. And yes, availability in minutes and percentage will be much appreciated.

Agree with the need to be able to view for filter enabled dates and times with trending as well for time available (Total/Avg/Med) by channel and total

Thanks for the latest update on this. @karen13 
May we know what is an EAP update release? From my perspective, we would like to have the option in Talk/Explore to measure the total and average of the agent's availability status in Talk i.e., Available, Offline, Transfers only and Away that can be tracked and reported on a time period basis i.e., weekly/monthly/quarterly/yearly etc. as it's also an added measure of the agents' productivity apart from total incoming calls taken that are measured as a KPI for certain organizations and their respective call-centre teams. We would highly appreciate your kindest consideration for this feature to be implemented soon! Thanks for hearing us out! :) 

Hi all, 

Touching base with an update on our plan for this dataset. We are removing the requirement for an EAP and as a result, we will be moving straight to GA at the start of q3 (I will provide updates here if this timeline changes). 

Within this dataset, customers will be able to report on agent statuses per channel and work items assigned to agents per channel. This data will be available at a daily aggregated level to begin with and we will be enhancing this dataset to provide more granular timestamp and timeline views in due course. 

I appreciate all the feedback and engagement in this thread, please keep the conversation going and I will make sure to provide updates as I have them. 

Thanks, 

Karen