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Want to provide some EAP feedback?

  • August 9, 2023
  • 5 replies
  • 0 views
Karen13

Hi there! 

We're reaching out to understand how you are using the Agent State Historical Reporting EAP and any feedback you may have! There are some questions below, however, please feel free to comment openly on your experience. 

1. How useful is the pre-canned dashboard and datasets offered in this EAP? 

2. Did you have any difficulty in understanding the EAP documentation? 

3. How often do you use the pre-canned dashboard and reports? 

4. Have you created any custom metrics or dashboards with these datasets? 

5. What other metrics would be useful alongside this data?

6. Do you have any suggestions for improvements? 

Looking forward to hearing from you! 

Karen

    5 replies

    Robert20
    • Robert20
    • August 16, 2023

    Hello Karen! 

    Is there a way that I can become apart of this EAP? this is a feature and reporting we are looking for. 

    Paula11
    • Paula11
    • August 16, 2023

    +1 We are interested in it also!

    Karen13
    • Karen13
    • Author
    • August 17, 2023

    Hi both, 

    Thanks for reaching out! Please feel free to sign up via the following form. 

    Thanks, 

    Karen

    A
    • Anonymous
    • August 18, 2023

    Dear Karen,

    Bless you for building this. We use it every day. 

    The biggest feature gap for us by far is the absence of Custom Statuses in reporting. Custom Statuses are a great Omni feature but they're absent from reporting. I believe the only place on planet Earth where Custom Status data is accessible to customers is in a sub-API somewhere. I don't have the dev resources to extract that today.

    My team recently moved from Talkdesk to Zendesk Talk. Talkdesk statuses were how we were tracking agent time spend (including how our BPOs bill us!) As we migrated, we added Custom Statuses assuming we'd be able to report on them (joke's on me).

    This may be out of scope for Historical Reporting, but we also need to be able to see Custom Statuses in Live Data reports. Like every Real Time Analyst team in the world, ours use agent statuses to learn if an agent is where they should be, when they should be. But our RTAs can only see "Online, Away, Transfers Only". They also need to know if agents are on Custom Status: Lunch, Meeting, Break, ect.

    One of the quirks of the Omni status design is that emails are still assigned to reps when they're set to Away. This doesn't work for us because we have a 15m SLA for some urgent emails. We get around this by setting the behavior for status: "Lunch" to "Offline". But now RTAs can't tell the difference between someone who's gone home for the day and who is on break :'(

    Thanks for all of your hard work.

    Karen13
    • Karen13
    • Author
    • August 21, 2023

    Hi @Bobby Watton, 

    Thank you very much for this feedback. It's really appreciated. Custom state reporting is planned for both Live data and Historical reporting. Live data is planned to be released this quarter and historical is planned to be released in q4. If there are any changes to that plan, I will make sure to update but I hope this provides some clarity for you and your team. 

    If you have any further questions or feedback, please let us know, 

    Thank you again, 

    Karen

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