Agent Productivity Historical Reporting - Frequently asked questions
Explore common questions about Zendesk's agent productivity historical reporting. Learn how to access, interpret, and utilize these reports to enhance your team's efficiency.
Frequently asked questions
What is the new agent productivity historical reporting feature in Zendesk?
Zendesk has introduced a new feature called agent productivity historical reporting in Explore. This feature enhances the agent state and activity dashboard, allowing supervisors, team leads, and admins to better understand their agents'…
Why did Zendesk introduce the agent productivity dataset?
Zendesk introduced the agent productivity dataset to help supervisors monitor and report on their teams' capacity and workload volume across channels. This dataset supports capacity metrics for Support, Messaging, Chat, and Talk, and acceptance…
How can the new dataset help supervisors in Zendesk?
The new dataset in Zendesk helps supervisors by providing insights into agents' workload, enabling them to better understand team performance. It allows supervisors to make data-driven decisions regarding workload volume and staffing across…
What do Zendesk customers need to do to access the new reporting feature?
For Zendesk customers on Professional plans and higher with Agent Workspace turned on, the new dataset will be automatically available in their account. The existing omnichannel agent state dashboard has also been enhanced with this information to…
What channels does the new Zendesk dataset support?
The new Zendesk dataset supports capacity metrics for Support, Messaging, Chat, and Talk, as well as acceptance metrics for Messaging and Chat. This comprehensive support allows supervisors to monitor and report on their teams' capacity and…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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