The following post is to note that we are currently making some enhancements for this functionality as we prepare for the general availability (GA) release later this week.
We will be rolling out a new prebuilt Zendesk agent state dashboard and the following corresponding datasets for general release in Explore:
The EAP version of this functionality included an Agent capacity dataset which won't be part of this initial release. We plan to release an updated version of this dataset in the near future with additional metrics. As a result, we advise customers who utilize the capacity dataset that you can export this data prior to the GA release. After that point, this dataset will not be available immediately until we have made the required improvements.
Why is Zendesk making this change?
The capacity dataset will be released for general availability in the near future to allow us to work on performance improvements and also add additional metrics, such as acceptance rate.
What does this mean?
Post GA, the capacity dataset will not be available immediately until these enhancements are made. However, we aim to release these updates this quarter (Q1 2024).
What do I need to do?
If you actively used the capacity dataset and want to retain the data associated with this, we advise exporting this data.
This post is to provide transparency and make sure that our EAP customers are aware of the changes we are making prior to GA. As always, we would appreciate your feedback on this functionality.
Thank you,
Karen