Agent State Historical Reporting - Frequently asked questions
Frequently asked questions
What is the new agent state historical reporting feature in Zendesk?
Zendesk has introduced a new feature called agent state historical reporting, which is now available in Explore. This feature includes a dashboard and two datasets that help supervisors, team leads, and admins understand how agents are spending…
How can I access the new Zendesk Agent State dashboard?
To access the new Zendesk Agent State dashboard, you need to have the Agent Workspace enabled on a Professional plan or higher. Once these conditions are met, the dashboard and datasets will be automatically available in your account. If you are…
Why did Zendesk introduce the agent state historical reporting feature?
Zendesk introduced the agent state historical reporting feature to help supervisors monitor and report on their teams' adherence across channels. This initiative supports various Zendesk products by providing per-channel agent metrics. The feature…
What datasets are included in the new Zendesk agent state reporting?
The new Zendesk agent state reporting includes two datasets: Agent state and Agent state daily. These datasets are part of the prebuilt Zendesk Agent State dashboard in Explore. These datasets allow you to create custom reports on the time agents…
What should I do if I can't see the new Zendesk dashboard?
If you can't see the new Zendesk dashboard, ensure that you have the Agent Workspace enabled and are on a Professional plan or higher. These are prerequisites for accessing the dashboard and datasets. If these conditions are met and you still…
Can I customize reports with the new Zendesk agent state datasets?
Yes, you can customize reports using the new Zendesk agent state datasets. The datasets allow you to create reports on the time your agents spend in different states, tailored to your specific needs. This customization capability helps you gain…
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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