Zendesk Talk: Allow Reporting on Agent Availability

I would really like this data to be available in Explore as well. Currently, we log in every day at 11:59 pm to retrieve the data from the talk dashboard. 

+1 on releasing this as soon as possible.

@karen13 any further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it

Hi all, 

I really appreciate the comments and feedback on this post, please be assured that we are continuously working hard on these datasets and our timeline for EAP still remains as q4. I will ensure to update these threads with any relevant information or changes. 

As always, please keep engaged and providing feedback!

Thanks, 

Karen

@karen13 With all due respect, Q4 is a bit vague. Is there any planned date for implementation? Is this already road mapped? This thread is open 4 years now so I am sure you can understand the frustration. Agent Availability is one of the most basic and crucial metrics in call centres. I was bemused to find you do not have this capability. 

Agent Availability Granular Report is a must on all support centers. Can zendesk speed this up please?!

@karen13

I have to agree with the posters above. This is a major roadblock to the realistic management of personnel. I have been following this feature for a while, and the release keeps getting pushed back. As the feature gets pushed back, I have also had to push back implementing some policies and procedures for my staff. But as we continue to grow, it is becoming harder and harder to run my business without those. 

In January of this year, we were looking at a Q2 release.

Then in May, it was moved to Q3.

Lastly, in August, we were moved back to Q4.

Any specific information you can provide would be greatly appreciated. Are we likely to get pushed back again? Has the team settled on a projected release date?

Karen Hynes

I won't rehash the core tenets to agent performance for everyone. What has been requested (as far back as '18) is part of off the shelf reporting features in most platforms in this market. I think there's a growing concern this matter is not being given the attention it deserves. Can we get a more defined timeline other than Q4? 

@karen13 @zendesk - You do realise this is Q4 yes? And we are still no further or none the wiser on when we will have this very basic standard metric reporting. 

Terribly frustrating to log in to Support and get a message telling me about the wonderful new MESSAGING dataset and no word on this subject.

It's been 4 years so I'm not holding my breath for an official resolution (it's already Q4 so maybe...) but how is everyone working around not having this data? What reports are you using instead to monitor which agents are away for too long when they are supposed to be covering phones?

same solution as every other unfinished cul de sac. buy 3rd party plug in.

@zendesk @karen13 We are in Q4. Can you at least respond with an update on the  planned implementation or is this just being kicked down the road as it has been since 2018? 

These metrics are needed for all channels, not just chat and talk. With omnichannel routing and the custom agent statuses, this should have been part of that release. Come on, Zendesk, your development times are really slow!

@karen13 I appreciate that you update us every so often and at least are reading through our comments. I'm not sure if it's you who has the ability to effectively prioritize this for the Zendesk Development team, but I do hope that you can at least share our continued and growing concern for the lack of this basic feature with them, in hopes it generates quicker movement or at least more transparent, detailed and concrete communications to us.

To add to this thread... having access to this historical data is proving to be more and more problematic as time goes on. It's difficult to run effective customer service teams if we can't monitor who is servicing our customers. We purchased Talk with the expectation it would improve the customer experience by streamlining agent workflow (including their call availability). While their workflow has been improved with some features, it's hard to justify the continued cost of this product if we can't report on these basic metrics.

Do you have any advice on what we (as Zendesk customers) can do to expedite this or at least get a concrete answer on when (specific date) these metrics will be available to us?

Is there any update or ETA on this? We are now mid-Q4 and many companies are headed into peak volume season. 

Agreed, with omnichannel routing and the new custom agent statuses, having visibility into this is really important. Is there an updated ETA, other than Q4?

I second that - is there an ETA on this?

They've announced in other places it has been kicked to "sometime next year" with no details and no official updates to pinned comments. This has been happening literally every quarter now for over a year. 

You have my upvote on Availability, an essential metric in a contact center.

Hi team, 

As mentioned by Karen, "To re-iterate on the timelines, we will be looking at a release in q4" - Could we have any update on the release plan? Once it's released, can we take that it's possible for us to get the available metric to show the availability of agents by date, for example, how long an agent has been online/away for that day?

Has a legitimate ETA been announced?

@karen13 Any update on this vital reporting function for call centers? 

Hi has this feature been released? If not yet, do we have a target live date?

@Zendesk please provide us with updates on this matter. 

Is there any movement on this? We really need to see which agents have been “available” on phones and for how long, without having to check it every day. Call avoidance is a big issue and we need to know which agents are doing their jobs and which aren’t. This is especially important on the weekends when there isn’t a manager online to check these metrics every day.