Reporting on historical agent login times

@jake11

To the best of my knowledge, that functionality is not available, nor is it on any roadmap that I'm aware of. You "can" export your audit log and manually manipulate that date, but it would be somewhat time consuming.

@lou11 I would assume that that's why this is being posted in feedback as a request to add this as a feature. It wouldn't make much sense to post it, if it was available. 

I've been begging for this feature for years as well, I'd love to see this in Explore. 

Also, this is literally the thing that is preventing Zendesk from being able to let us calculate "Occupancy", ironically one of the "6 customer service KPIs every support team should track" that Zendesk posts about. I asked Zendesk and they told me they use a third party reporting tool to get this, because Zendesk can't use Zendesk to get this critical info. I think this is pretty embarrassing for Zendesk, but as you can see, years have passed and they are still touting this as a top metric without making it available in their product, so I guess they don't care how bad this looks. 

@lou11

I don't think there are words to describe the disappointment in seeing you say that it is not on any roadmap, considering 2 separate product managers have been promising that this is definitely coming in Q2, Q3 and Q4 of last year.

Of course, the fact that Zendesk has failed to deliver this after 4 years of promises should have been a hint I guess.

@lou11 - CJ is correct, my intent in posting was for this feature to be considered in future updates. 

Regarding the roadmap, is there a place we can self-serve for a high level view of what the roadmap is and what the development efforts look like for 2023?

Thanks,
Jake

Hi @jake11! 

We announced agent state historical reporting at the end of January. Through the agent state dataset, you can report on the timestamp agents change their state. Whilst I appreciate this might not indicate their exact log-in timestamp, this dataset could be utilised to infer this through the first state change for a given day (eg; offline to online). Please let me know if you've further feedback on this topic. 

Thanks, 

Karen

Hi @karen13,

Thanks for the response. We unfortunately are not having agents flip between states other than being by schedule in our round robin app, so this new data set and dashboard won't benefit us. We really need better zendesk staff user account reporting and the ability to view historical login timestamps.

Thanks,
Jake

Hi @karen13 ,

thanks a lot for this new feature! Is it also planned to view whenever the agent has generally logged in and out of Zendesk regardless of the channel? Like Jake, we also want to track the login and logout times of the agents. At the moment we can only see the Talk status.

Best, 
Yen Nhi
 

Hi @yen  @jake11 , 

Thank you for this feedback, we will take this request and review with the team when this might be feasible. 

Thanks, 

Karen