Seeking Feedback on new Unified Agent State dashboard in Zendesk Explore | Community
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Seeking Feedback on new Unified Agent State dashboard in Zendesk Explore

  • December 4, 2023
  • 3 replies
  • 0 views
Wojciech11

👋 Hello Zendesk Community,

For customers who have signed up to our EAP, we are excited to announce our new Unified Agent State dashboard. We would like your valuable feedback to help us understand your needs better when reporting on Unified Agent State.

Here are some questions we would like to ask:

  1. Is this Unified Agent State dashboard useful for you? Could you please share your reasons?
  2. Do you feel there is anything missing from this Unified Agent State dashboard when reporting on agent states?
  3. If you had a magic wand, what changes would you make to improve this Unified Agent State dashboard?
  4. Do you use both Agent State dashboards? (The non-unified agent state and unified agent state dashboards)
  5. Would it be more convenient for you if all the data was combined into a single dashboard? (The non-unified agent state data and the unified agent state data in a single dashboard)

Anything else that you would like to add? Feel free to add a comment below.

🙏 Thank you for your contributions!

Best,
The Zendesk Explore Team

    3 replies

    M
    • Matthew44
    • December 6, 2023

    Hi @wojciech11, We have implemented this as part of our key metrics and KPI report that we use for our agents.

    We are however missing a couple of options in the reports:

    1. Filtering by assignee tag like other reports has some sort of bug. When I apply an assignee filter tag, the report does not show any results. Without the assignee tag filter, results are shown.

     

    2. Would it be possible to run a report of total number of available hours VS the days the agent actually worked.
    Currently the data is skewed when an agent has a week of annual leave for example, so its not easy to measure whether they are simply OOO or are actually not putting them solves in an online state.

     

    Thanks!

    Wojciech11
    • Wojciech11
    • Author
    • December 8, 2023

    We acknowledge the issue you've reported with the filter by assignee tag feature in our reports function. From your description, it seems like when an assignee tag filter is applied, the report is not presenting any results, which is not the expected behaviour.

    To help us address your issue more effectively, could you kindly raise a ticket regarding this problem with a detailed description and a screenshot? 

    M
    • Matthew44
    • December 11, 2023

    @wojciech11 yes that is correct.
    However since this is an EAP, I was always directed to this channel for support on features which are pre-release. 

    If it needs a ticket, please ask your team to open one. The details are already above, but if you need others, please be more specific and I am happy to answer more questions and share more screenshots of whatever you want.

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