Zendesk Talk: Allow Reporting on Agent Availability

any updates on this topic? when we actually will be available to see granular historical reporting on agent availability and performance in Live Channels??

+1 for this, we definitely need to be a native report and option that we can pull, we need to be able to know and track to help keep our agents accountable. 

another +1 , again. Seems like such an obvious feature.

@karen13. The last update on this was in MARCH. Please provide another. 

Can we have an update on this update please?

I too would like an update on this feature @karen13.  My team could greatly benefit from having this data.  What is the status on the bugs identified?

I understand that this is not ideal for your business, as you have coast-to-coast support. I would recommend that you reach out to Zendesk support to let them know that you are interested in this feature and that you would like to be notified as soon as it is released.

Acabo de unirme a zendesk y justo estoy solicitando tener un reporte de los tiempos de conexión de los agentes, tiempos de ausencia, tiempos en disponible, tiempos en transferencia, etc ya que estos datos son muy importantes para medir la productividad en un centro de atención a clientes, pido que se desarrolle este reporteo lo más pronto posible por favor

What we are requesting here is actually a ridiculously basic feature.
Like really basic of the basics :D
It is extremely weird that some of the most basic reports or features are not available on Zendesk.
Besides that, your KPIs are weird as well for example Median and Average.
Hope to see the reports soon.

Hi Karen, are there any updates on this since March? Thanks!

Hi everyone, thank you for your feedback and for raising this again as it has been a few months since we have been able to provide an update.

Rest assured this feature update remains top of mind but due to some unforeseen scheduling delays out of our control we have not been able to work on this as fast as we may have hoped. We launched a closed EAP and we are collaborating with our peers in Explore to work towards plans to GA towards the end of the quarter/early q4. Shawna and our team will continue to monitor any new feedback on this feature and we look forward to having more to share in the coming months

@karen13

I hope you will excuse nobody holding their breath, considering this was first promised to skip EAP for a GA in Q2 2022.

I do hope Zendesk will take a very close and hard look at how it messed this up, and have been witholding one of the most basic metrics that exist in any CS environment.

Hi - Per all the other requests, and based on the March update, this incredibly basic feature has now been in testing for 6 months. When will we have this available? Online time / time signed in is one of the metrics my team is managed on and we have moved over to ZD talk (after a lot of promises from our account manager!), only to find so many basic features are not available (this being one).

I am not in a position to be able to report on so much and spent far too much of my day yesterday creating a report that should have been readily available. Not really what was promised to us sadly. 

@karen13 We are now almost one month into Q4, my team is extremely frustrated that we are approaching the one year mark from when we were promised a release. I would imagine that an actual release date would be set before the start of the quarter it was set to release in but now I am losing faith in a release this year. 

This is very unprofessional even before looking at this thread and seeing this was promised in 2018. If I had a business partner promise a date to me that had to be rescheduled 3,4,5 times we would have severed ties. I understand you are just communicating the progress from the business but some level of priority needs to get placed here after missing this many deadlines. 

Hoping that this feature is made available ASAP

HI  @karen13 hope you're doing well. Just wondering if you had heard anything about this? We really need to measure agents availability in an automated way as it's painful to have one analyst assigned to do this extraction mannualy every day. I know that a lot of things are going on with new features and capabilities but as mentioned by other users, Statsus utilization and Availability are quite basic reports, crucial to meaure adherence to the plan in a Contact centre, since this original request is from 2019 is it possible to have any prio?

Just came here. And I am flabbergasted. Is totalt login time not available in zendesk reporting? You cant be serious..

@karen13

Now that we are halfway through Q4, and the GA was supposed to happen early Q4, are we behind schedule on the next delay announcement?

@karen13 Hello! Are there any updates on this? Feels like Zendesk is not really putting an effort to provide such simple report... 

@susana13 Zendesk bought Tymeshift, a paid product that has this functionality. So they would apparently rather that you pay for that, generate reports from Tymeshift and then use Excel to merge reports instead of providing basic reporting functionality in their own reporting tool.

We bought Tymeshift a year ago, and just canned it. Unless your agents are logging in and out each day, and only using zendesk and not accessing other apps - it won't really give you a straightforward picture of agent availability. I will say, that our onboarding experience into Tymeshift was good, so I feel confident it wasn't a configuration problem. We were waiting for them to release "multi-tasking" but after a year of waiting for it we took a different tactic and re-allocated the spend to something else.

Hi all, thank you for for your patience as we worked to get a response here. My name is Wojciech, I am a PM on the team working on this feature. Due to unforeseen bug errors in our rollout, we needed to extend our testing to December to make sure our features are working properly before we pass them off to you. While we understand the urgency of this feature being released, we also want to ensure we are not launching a feature without doing the quality testing necessary. Our new ETA is mid/end January 2024. This feature is still high priority for us and we will continue to work on it until it is released. Thank you for your understanding, we apologize for the delay, and look forward to getting this delivered to you ASAP.

So new ETA is now early Q1 2024.

That puts us on route for 2 years since the first time we were promised "next quarter".

Hey Tom, I appreciate and understand your frustration. We acknowledge that this feature is both heavily requested and has been significantly delayed, there is no doubt about that. While internally we are confident in our ability to ship a fantastic product we are aware that the delays have caused, and continue to cause, lots of frustration.

Our intention here is to keep our customers updated to remain transparent and as honest as possible, not shy away from the truth about our timelines to deliver on our promises. I hope you can hear this as confirmation of our continued commitment to make sure we are staying on top of communication with our customers.

Again, I 100% understand your and others frustration here. We will continue to keep this thread updated until this product is launched to you. Thank you for being a valued member of our Community.