Zendesk Talk: Allow Reporting on Agent Availability

It was quite surprising to find out that this reporting feature is not available. Understanding call demand vs. capacity over time is the first thing I looked for after we implemented Zendesk Talk. 

@karen13 can we PLEASE just get an updated ETA here? Since this has failed to be delivered on time, over and over, at the very least some transparency.would be nice... especially since you have actually lost customers for the lack of this feature already.

IS it still being worked on? When can we expect it?

I figured out a way to bring data in from the API into another platform, but it was costly.

We've actually decided to switch to another platform and get away from Zendesk because of many small issues like this. The price of Zendesk doesn't justify all of the shortfalls and missing features that are easily solved with other systems.

Norman Knoche - Could you please share which platform you moved to? 

Thank you! 

@amanda32 our BPO was able to arrange a reporting system using DOMO.

But we are moving our ticketing system back to FreshDesk. MUCH less expensive. But small "quirky" things that Zendesk struggles with, FreshDesk knocks out of the park. 

For example, unmerging tickets or contacts - you simply click "unmerge" :-P 

@norman12 How are you dealing with the move of data from Zendesk to FreshDesk?

Hi all, 

I want to provide an update on the status of this feature. We have just launched these datasets alongside a pre-canned dashboard to a small group of customers as part of our closed EAP testing. Due to the obstacles we have faced during development, we are releasing this to a small cohort of customers initially to do further stress testing before moving to Open EAP. Once we are ready to go to open EAP, I will announce in this post alongside providing the sign up form so you can submit interest in being a part of this early access program. 

As mentioned previously, we have been working very hard on this feature and this has remained as top priority for our teams. Please keep an eye on this post for the announcement of the open EAP in the coming weeks! 

Thank you all again for your cooperation,

Karen

This is great news @karen13! Thanks for the update!

@karen13

Way too little way too late. Together with all the downgrades currently being forced on customers, confirming that all earlier promises on this subject is now broken just confirms our company's decision.

If implementing the most basic metric for any customer service, especially when it used to be available, takes 4 years of broken promises, then there is a huge trust issue with how Zendesk is going to cope with future changes.

@karen13 is it possible to sign up to test out this feature? We have some immediate needs to implement and would be more than happy to help move things along.

@karen13 would be very nice to have a quarterly update on this at the very least.

Just wanted to say that since my original comment, one of my clients had to fire an agent for low performance and one of the reports they were looking for was how many times the agent was available vs not. It was quite laughable (in a bad way) that we had no way of pulling this information from ZD. Thankfully, this particular agent had issues in other areas that could be documented but this is now a liability concern for my client and they want me to provide alternatives to ZD. Such a shame. Up until now I put all of my clients on ZD. 

@karen13 Is there an update to the open eap?

This was the first metric that came to our heads when searching for a KPI to measure Zendesk adoption. We were really surprised when we found out that only Realtime Agent Availability reporting was available.

Do we have any updates on the EAP for this? Thanks! 

Hi,

we also need this any news?

Anyone knows how to get the report via API in the meantime?

Any progress on this?

No ability to track agent Away/Available time??

Are you kidding me? This is a fundamental metric for a customer service platform, no?

Arggg.

@karen13 This sort of metric should be across all Zendesk products. Linked to the logged in agent user.

Our use cases are mainly to track productivity based on a multitude of statuses. So I'd be nice to see the ability to customize your own statuses for agent segments, e.g. break, lunch, backoffice work, online phone, etc.

Hi all,

I just want to provide a quick update on the EAP- we paused adding additional customers until we fix some bugs that have been raised. We want to make sure these are ironed out before adding any more customers so we can provide the best experience possible and react quickly to any issue raised.

Once we have re-opened the EAP to more registrations, I will announce it here.

Thank you,

Kare

@karen13 can we get a timeline or ETA on this? We're almost at the end of yet another quarter without this feature.

We have been looking at the ability to have this reporting as well. Has this become an Open EAP yet?

If anyone is curious why this feature is still delayed:

https://www.zendesk.com/newsroom/articles/tymeshift-acquisition23/

Why add something when they can make us pay for an addon.

Hi Tom!

I think you are right, I tested the "Free Plan" of Tymeshift right now and it can already do more as Explore, Omni Chanel Agent Status and so on. Pretty good detection of tickets agents working on, Calls, Daily Bar Chart Statistic. But yes, for Zendesk will have Add on for everything (AI ...)

Have attempted to use Tymeshift a few times now and always found the interface clunky and it was hard to tell if the reporting was reliable (I would see agents offline that were on). I may have had it configured incorrectly but this is disappointing imho.