Channels Supported by Zendesk's New Dataset
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 workload volume across these channels.
By providing these metrics, Zendesk aims to offer a more detailed, agent-level reporting experience, helping supervisors make informed decisions about staffing and workload management across different communication channels.
More related 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…
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