Interpreting Multiple Agent States in Explore
How can I interpret multiple agent states in Zendesk Explore?
Interpreting multiple agent states in Zendesk Explore is straightforward once you understand unified agent statuses. This feature can show agents in more than one state at the same time.
To make sense of this, use the Unified value when analyzing the Channel attribute. This will help you see the complete picture of your agents' activities. If you're using omnichannel routing, the Zendesk Omnichannel: Agent state dashboard is a useful tool to see how your agents allocate their time across different tasks.
More related questions
Why does my agent status report show multiple states at the same time?
Your agent status report showing multiple states at the same time is expected behavior. This occurs due to the use of unified agent statuses in Zendesk. When you notice this in your reports, make sure to use the Unified value when examining the…
What is the Unified value in Zendesk agent status reporting?
The Unified value in Zendesk agent status reporting helps you understand multiple states for agents. It's part of the unified agent statuses feature. When you see agents in more than one state at the same time, using the Unified value with the…
How does omnichannel routing affect agent status reporting?
Omnichannel routing can affect agent status reporting by showing agents in multiple states simultaneously. This is due to the unified agent statuses feature. To get a clear understanding of how your agents are spending their time, use the Zendesk…
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