Create a Report for Inactive Agents in Zendesk
How can I create a report to identify inactive agents in Zendesk?
You can create a report in Zendesk to identify inactive agents by using the 'Time since user login' metric in the Tickets dataset. This allows you to track when an agent last signed in. To ensure your report only includes agents, add a filter for the Assignee role to exclude end-users. For more detailed steps, check out the originalZendesk article.
To further refine your report, you can create Date range calculated metrics to group sign-in dates into specific time frames, such as 0-30 days, 31-60 days, and 61-90 days. This helps in identifying agents who haven't logged in for a while, ensuring you're not paying for inactive accounts.
More related questions
What are the steps to group agent sign-in dates in Zendesk reports?
To group agent sign-in dates in Zendesk reports, you need to create Date range calculated metrics. This allows you to categorize sign-in dates into specific time frames, such as 0-30 days, 31-60 days, and 61-90 days. Start by using the 'Time since…
Can I generate a list of agents who have never logged into Zendesk?
Unfortunately, Zendesk does not currently provide a straightforward way to generate a list of agents who have never logged in. The 'Time since user login' metric does not show results for agents with no activity, as a value of 0 would imply a…
How can I filter out Light Agents in Zendesk reports?
To filter out Light Agents in Zendesk reports, you can use the 'Requester name' as a filter. This allows you to exclude Light Agents from your report, focusing only on the agents you care about. By applying this filter, you can refine your report…
What filters should I use for accurate agent login reports in Zendesk?
For accurate agent login reports in Zendesk, use the filters 'requester role = admin, agent' and 'requester status = active'. These filters help you focus on active staff only, providing the number of days since they last logged in. Additionally,…
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