The following post is to note that we are currently making some enhancements for this functionality through the addition of unified and custom state reporting for Omnichannel routing customers!
In order to reflect these updates, we will need to reload the agent state and agent state daily datasets across all accounts. As a result, it is important to note that data older than 3 months (middle of July) will no longer be available. We apologize for any inconvenience caused. We make sure to refrain from reloads as much as possible, however, as we are in EAP we are trying to make improvements to this experience.
Unified and custom state reporting has been highly requested by customers and as a result, we wanted to prioritize this enhancement for our EAP customers. Unified and Custom state metrics will only be available for Omnichannel Routing customers but a data reload across all accounts is required in order to reflect this update.
To summarize:
Why is Zendesk making this change?
In order to improve usability for omnichannel routing customers and enable reporting on unified and custom states. Updates to documentation will follow.
What does this mean?
This update means we will be reloading customers accounts and therefore data older than 3 months (middle of July) will no longer be available for agent state datasets.
What do I need to do?
The agent state format will be updated as a result of this release. Per channel states which were previously UPPERCASE will now be presented as lowercase (online, away, transfers only, offline, invisible, disconnected). Unified core states will have the code unified to help differentiate (Eg: unified online, unified away, unified transfers only, unified offline).
As a result, custom report filters for agent states will have to be updated to reflect this change.
This post is to provide transparency and make sure that customers are aware of the changes we are making during this EAP.
Thank you for your cooperation,
Karen
