Interpreting Capacity Reports in Zendesk Explore
How do I interpret a capacity report in Zendesk Explore?
Interpreting a capacity report in Zendesk Explore involves understanding if an agent is reaching their maximum capacity as set in the omnichannel routing rules. If an agent consistently hits their maximum capacity, it might be time to increase it, provided they don't feel overworked.
Alternatively, if agents are overburdened, consider adding more agents to distribute the workload. The report also highlights if an agent exceeds their capacity due to manual ticket assignments or reopened tickets. This insight helps in fine-tuning capacity rules to ensure agents are challenged but not overwhelmed.
More related questions
How can I report on maximum capacities using Zendesk Explore?
To report on maximum capacities using Zendesk Explore, you need to create a report that shows the average used capacity for an agent or group of agents over a specified period. This helps in determining if an agent's maximum capacity is set…
What do I need to create a capacity report in Zendesk Explore?
To create a capacity report in Zendesk Explore, you need a few prerequisites. These include having Zendesk Explore Professional or Enterprise, Editor or Admin permissions, and omnichannel routing activated. Additionally, you need access to support…
What changes were made to the agent capacity dataset in Zendesk Explore?
The agent capacity dataset in Zendesk Explore was renamed to 'Agent productivity' after the Early Access Program (EAP) ended. This change was made to reflect the dataset's availability to all customers and to update the name and metrics used in…
Can ticket data and agent state be included in Zendesk Explore reports?
Currently, there is interest in incorporating ticket data and agent state into Zendesk Explore reports. This would allow users to see how many tickets are solved per active hour, enhancing the analysis of agent productivity. While this feature is…
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