Difference in Per-Channel vs Unified Agent Status Times
Why is there a difference between per-channel and unified agent status times in Zendesk?
The difference in times is due to custom statuses mapped to per-channel statuses. When you view the Omnichannel: Unified and custom agent state prebuilt dashboard, the time an agent spends in a per-channel status includes the time spent in any custom statuses mapped to it.
For example, if you have a custom status like 'On Break' mapped to the 'Away' status for messaging, the time in the 'Away' status for messaging will be the sum of the time in the 'Away' unified status and the 'On Break' status. This explains why the durations might differ when you compare them directly. For more details, check out theoriginal Zendesk article.
More related questions
How do custom agent statuses affect reporting in Zendesk?
Custom agent statuses can alter the reported time in per-channel statuses. When you create a custom status and map it to a per-channel status, the time spent in this custom status is added to the per-channel status time. For instance, if you have a…
What is the role of the Omnichannel: Agent state dashboard in Zendesk?
The Omnichannel: Agent state dashboard helps you understand how agents spend their time. It provides insights into both unified and custom agent statuses over time. This dashboard is particularly useful if you've enabled omnichannel routing and…
How can I ensure accurate agent status reporting in Zendesk?
To ensure accurate reporting, consider how custom statuses are mapped to per-channel statuses. The time spent in a per-channel status includes any custom statuses mapped to it, which can affect the reported duration. Review your custom status…
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