Zendesk introduced the agent productivity dataset to help supervisors monitor and report on their teams' capacity and workload volume across channels. This dataset supports capacity metrics for Support, Messaging, Chat, and Talk, and acceptance metrics for Messaging and Chat.
The goal is to provide a more comprehensive, agent-level reporting experience, enabling supervisors to gain insights into agents' workload and make informed decisions about staffing and workload management. This dataset also aids in training and professional development discussions between supervisors and their teams.
Zendesk has introduced a new feature called agent productivity historical reporting in Explore. This feature enhances the agent state and activity dashboard, allowing supervisors, team leads, and admins to better understand their agents'…
The new dataset in Zendesk helps supervisors by providing insights into agents' workload, enabling them to better understand team performance. It allows supervisors to make data-driven decisions regarding workload volume and staffing across…
For Zendesk customers on Professional plans and higher with Agent Workspace turned on, the new dataset will be automatically available in their account. The existing omnichannel agent state dashboard has also been enhanced with this information to…
The new Zendesk dataset supports capacity metrics for Support, Messaging, Chat, and Talk, as well as acceptance metrics for Messaging and Chat. This comprehensive support allows supervisors to monitor and report on their teams' capacity and…