New Zendesk Explore metric showing active Talk agents in the hotline
PlaneadaHello all,
we would like to run an evaluation on the hotline activity. It's already possible to show the number of accepted/completed calls vs abandoned etc.
It would be highly interesting to compare this statistic with a graph showing the number of agents in Zendesk Talk that were online/available at any given time. That would give us a clearer indication regarding why on some dates more calls were abandoned than usual.
Unfortunately, the 'call agent'/'Anruf-Agenten' metric wasn't particularly helpful in that regard. Is it possible/planned to add such a metric to show the number of online Talk agents at any given time?
Warm regards
Cedric
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Hi Cedric,
Great news! We are working hard on delivering this type of report in the new year. There is an ongoing conversation at:Agent "total online time" reportingand also the following thread is looking for more feedback on historical reporting requirements for this feature:Zendesk Talk: Allow Reporting on Agent Availability. Please feel free to join in on these threads as we would love to get as much detailed feedback as possible!
Thanks,
Karen
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Hello Karen,
that's great to hear. Thank you for your reply. I 'followed' the linked discussion now to stay in the loop. Once we know specifics, I can give feedback again, but it's good to see you're on it.
Thank you and warm regards
Cedric
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