Reporting on Maximum Capacities in Zendesk Explore
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 appropriately.
To create this report, navigate to Explore, click on the Reports icon, and select 'New report'. Choose the 'Omnichannel - Agent productivity' dataset and start the report. Add 'Agent avg used capacity' in the Metrics panel, and configure the Columns and Filters panels to specify the channel, agent or group, and the time period you want to analyze. This report will help you decide if you need to adjust capacity rules to balance service levels and agent workload. For more details, check theoriginal documentation.
More related questions
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…
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,…
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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