Away status and reporting

Agreed!  I want to be able to report on available time and away time via Explore! 

Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

Agreed this is needed from a reporting aspect and is a key metric for any call center. I'm unsure as to why it isn't added in Explore as it was easily accessible in Insights.

Is there any update on this issue.

Hi all,

Karen Hynes here, I've recently joined Zendesk as a Product Manager and I will be focusing on Agent Activity reporting over the coming months!

I am following up on different threads currently as there is a lot of discussion on this topic, which is great to see and hear. The feedback on this thread is well noted, however, there is also a conversation on this topic over on this thread: Zendesk Talk: Allow Reporting on Agent Availability. It would be great to get further feedback and discussion over there or even to use as a point of reference for updates.  

Cheers, 

Karen

hey @karen13

Is there any update on when agent status reporting for talk will come out? 

I have some large customers using ZD who are DESPARATE to report on this. One of them runs 25+ numbers on their account with 70+ agents and it's really hard to manage this right now. 

Best,

Amie

Hey Amie, 

Thanks for getting in touch, we are aiming for a q2 release (please note this can be subject to change), I will make sure to update this thread with the most recent information I have! 

All the best, 

Karen

@karen13 - Is there an update available or has the addition of this ZenDesk functionality been replaced by https://www.tymeshift.com/ ?

Tymeshift is not cheap 

Thanks!

@karen13 - Following up on this...thx!

Hi all, 

To provide an update here- We are aiming for a GA release of this dataset at the start of Q3 (I will update here if this timeline changes). Within this dataset, customers will be able to report on agent statuses per channel and work items assigned to agents per channel. This data will be available at a daily aggregated level to begin with and we will be enhancing this dataset to provide more granular timestamp and timeline views in due course. 

This dataset will not provide parity with Tymeshift, @luis25. We are aiming to provide more agent status, performance and productivity metrics over time within our overall reporting vision but our focus now is on version 1 and the metrics mentioned above. Please feel free to get in touch if you have specific use-cases or metrics you would like to see available within Explore. 

If there's any further questions, please feel free to comment below, 

Thanks, 

Karen

Hi @luis25, 

Please refer to the following thread for more detailed updates but we aiming for a q3 release for this dataset!

Thanks, 

Karen

Thank you!

@karen13 - When can we expect reporting feature for Agent Status? It is detrimental not to have any report to understand how agents spent their time. Also, the live agent status view must be available on all plans and not just on Enterprise. Again a basic for any contact center.

Hi @sandeep13, 

We are still on track for an EAP in q4 of this year. Please keep following this thread and Zendesk Talk: Allow Reporting on Agent Availability to keep up to date on these announcements. If there are any changes with our EAP timeline I will make sure to update these posts. 

Thanks, 

Karen

@karen13

When did the status reporting get put back on EAP? At the end of May this year you wrote:

We have removed the requirement for EAP for this dataset and as a result, we will be moving straight to GA at the start of Q3.

Now this was not only moved to Q4, but also put back on the EAP?

@karen13 any further update on this one?

Thanks

Hi all, 

I have provided an update on the Zendesk Talk: Allow Reporting on Agent Availability thread. I would like to reiterate, we have faced a number of obstacles in the development of this feature and we are working extremely hard on it's release. It is still a top priority for us and we are currently undergoing bug fixing, once that is complete we will provide an update relating to the EAP launch. 

Thank you for your co-operation, 

Karen

Hey everyone,On Tuesday, February 7th at 11 AM CST, the product team will be hosting a PM Roundtable on Explore: Live Data and other features of Explore. We really want to hear from you and discuss what you would like to see improved. This is an opportunity to chat directly with product managers, so if you have feedback you want to share, please register today!
https://zdsk.co/3XTcpXR 

Hello everyone! I am thrilled to be back with updated information on this feature request. We are excited to announce that this feature has now reached GA! See the announcement for more information. 

If you have any product feedback about this feature, or another area on Explore, we would love to hear from you! Please create a new post in our Explore forum using this template to share your thoughts; our product feedback team will log and review every piece of feedback that comes through.

@karen13 - The link to the announcement you posted on January 31, 2024, does not exist. Do we have an update on this one? 

Thanks for the response, @shawna11. We've tried omnichannel routing and that does not work for us so I turned it off. It would be good if we could report on the 4 default Talk status in Explore without turning on Omnichannel routing.