Omnichannel Agent Dashboard - Frequently asked questions
Frequently asked questions
How do I access the omnichannel agent state and activity dashboard in Zendesk?
To access the omnichannel agent state and activity dashboard, you need to navigate to the Dashboards library in Explore. Once there, click the Dashboard icon in the left sidebar. From the list of available dashboards, select either 'Zendesk…
What information can I find on the Summary tab of the Zendesk dashboard?
The Summary tab on the Zendesk dashboard provides reports about the overall time that a group or agent has spent in a specific state. It also includes a daily-aggregated report on time spent in online and offline states. This tab is useful for…
What details are available on the State Detail tab of the Zendesk dashboard?
The State Detail tab on the Zendesk dashboard offers a drilled-in report with timestamp-level details about when a group or agent entered and exited states for a given channel. This tab provides a more granular view of agent activity, allowing…
What can I learn from the Assigned Work tab on the Zendesk dashboard?
The Assigned Work tab on the Zendesk dashboard contains reports about how much capacity each agent has used for all channels. It also includes offer and acceptance counts specifically for Chat and Messaging. This tab helps supervisors understand…
Can I customize the Zendesk omnichannel agent state and activity dashboard?
Yes, you can customize the Zendesk omnichannel agent state and activity dashboard to better suit your specific needs. You have the option to clone the prebuilt dashboard and make adjustments to meet more specific scenarios. If you require more…
Why can't some metrics be added directly to a report in Zendesk?
Certain metrics, such as omnichannelagentproductivitycapacityseconds and omnichannelagentproductivityagentonline_seconds, are used only for calculating average used capacity and cannot be added directly to a report. This is due to the way…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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