Zendesk Talk: Allow Reporting on Agent Availability

@karen13 this is good news and great to see activity on this subject.

Will the historical data be available from the launch date and on, or will we be able to pull historical data prior to this being implemented as well?

Hi @norman12, 

There will be a small buffer on the data available in this dataset at launch (a few weeks at most), I will update here with more specific detail closer to the time. 

Any further questions, please let me know! 

Thanks, 

Karen

Glad to see this is finally in the works!

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

Now into Q3.  Any update on this?

This would be tremendously helpful. Looking forward to the EAP - Any update on the timeline for such?
We will gladly provide further feedback once available.
For us it will be crucial as much for individual agent interaction and wellness as it will be for planning the scaling and expansion of our organization.
What would further benefit us in a second phase would be associated data sets around agent activity, in terms of time spent in different areas, such as guide, support case and notes, etc.
This would allow us to constantly assess and tweak the tools provided to our agents and find the most efficient approach to scheduling, resource allocation, documentation, training and system-generated articles, among mote.

Not to detract from the core need of being able to audit agent activity across all channels, just looking to provide additional feedback and thoughts to keep the conversation going and contribute in the hopes to increase visibility on this item and shrink associated timelines.

Feel free to chime in with any thoughts, the more data we provide, the clearer the roadmap and resources ZD will potentially be able to allocate to this.

Regards,
GDK.

Is there an update on this data set? We are almost a month in to Q3 now. 

The post was edited to remove the pinned post with any information regarding planning? What's going on ZenDesk? Did this get removed from the roadmap?

Yes, this feature is the most important and at least some update would be great.

hi guys,

do you have any updates on when this will become available?

Hi all, 

Thanks for the continued interaction on this post! We are working hard and our updated timeline is aiming for a q4 release for these reports. As always, please keep up the engagement and any feedback you have is always appreciated. 

Thank you, 

Karen

I managed to come up with a solution using agents_activity API and https://zapier.com/ without coding.
My zap looks like this:
1. Every Day in Schedule by Zapier
I run it at 23:55 to collect most of the data for the passing day.
2. Date / Time in Formatter by Zapier
I Format the Zap Meta Human Now (present datetime) to the format DD/MM/YYYY (you can use any desirable format, really)
3. GET in Webhooks by Zapier
URL: https://{domain}.zendesk.com/api/v2/channels/voice/stats/agents_activity.json?group_ids={groups ids} (I add group id to filter the results)
Send As JSON: true
Basic Auth: {admin email}/token|{API token}
4. Create Worksheet in Google Sheets
I create a new worksheet with a title of date from p.2 and headers with fields I want to save in a file.
5. Create Spreadsheet 
I take the worksheet created in p.4 and populate it with values from p.3.
Every day at 23:55, I have new worksheet with daily stats for online agents.


It is not the best, but at least something. I hope it can help someone.

Tommy this seems above my head, at your convenience can you provide more granular instructions?

Alos any way you can share the results of the google sheet or copy it to a new shared sheet removing agent names id that is a concern?

Thanks!

@karen13 I would love to set up something like what Tommy suggested above but I am struggling to do it in Explore.

Who could I reach out to for guided assistance?

@zendesk Why is there no movement on this thread? Agent availability is a standard metric for Call Centers? Can this be be expedited as it seems from this thread and the many others I have come across on the same topic, that a lot of your customer base require this reporting functionality. 

Hi all, 

To re-iterate on the timelines, we will be looking at a release in q4. We are working hard on getting this released as soon as possible. Please keep up the engagement and I will keep posted on the relevant threads with any further updates.  

Thank you, 

Karen

@dave12 Is your last comment missing something? 

@karen13

Q4 is right around the quarter and this feature has been pushed back multiple times. Can you provide an update with the progress that is being made? When can we expect a BETA or a sneak peak?

@amie11 I'd just posted that to the wrong place :)

@karen13

Agree with @jon32 . Any details you can provide about progress or even a more specific release date would be much appreciated.

1. Are there any concerns it will get pushed again?
2. When this data becomes available, will it be retroactive? For example, if officially released the beginning of October, will we be able to report on data prior to October or just from October and on?

This is baseline information for any management or staffing personnel to know. We need concrete numbers in order to properly review individual team-member productivity over time, especially to ensure we provide a fair work environment and equal work distribution. Our team has transitioned to an optional (based on performance) remote work/WFH (since COVID) and not having this information available to report on has become a rather cumbersome, yet even more critical, piece of data to monitor. We need to be able to verify if specific team members are just as productive at home as they are in office.

We appreciate anything else you can give us! :) 

Reporting on both Chat and Talk to see how long people are on specific statuses (online, away, wrap-up time, etc). How agents manually adjust their status. This is a feature standard with most call taking products and it's hard to understand performance issues without it. 

@karen13, 

It's been almost a month since the last update on this post. Is Zendesk still on track to executive in Q4? 

Do we have an ETA on this? Live dashboards makes no sense without being able to monitor real time agent availability. It is the basics of running customer service operations.

Any update on this request for implementing a very basic standard metric of Agent Availability that majority of your customers have a need for and have been asking for for over 4 years it would seem by these threads????????? 

Any update to this is beneficial.  This task has been lingering for an extremely long time.  These metrics are essential to all contact centers.

We've resorted to utilizing tymeshift for historical data on this. Still working out the kinks such as exporting via excel/csv in a way that allows editing but exporting through PDF at least gives you an overview of historical data on talk metrics.