Requirements for Reporting on Agent Status in Zendesk
What do I need to report on agent status in Zendesk Explore?
To report on agent status in Zendesk Explore, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise, as well as Editor or Admin permissions. Additionally, the Agent workspace must be turned on, and you should have access to agent state data. This setup allows you to create insightful reports on how your agents are spending their time.
For more detailed instructions, you can refer to the originalZendesk help article.
More related questions
How do I create a basic report on agent state in Zendesk Explore?
Creating a basic report on agent state in Zendesk Explore is straightforward. Start by clicking the reports icon in Explore, then select 'New report' from the Reports library. Choose the 'Omnichannel - Agent state daily' dataset and click 'Start…
How can I enhance my agent state report in Zendesk Explore?
You can enhance your agent state report by converting the time metric from seconds to minutes or hours. To do this, create a standard calculated metric. In your report, go to the Calculations menu and select 'Standard calculated metric'. Name it…
What is the difference between the Omnichannel datasets in Zendesk Explore?
The Omnichannel datasets in Zendesk Explore offer different views of agent state data. The 'Omnichannel - Agent state daily' dataset provides an aggregated daily view, updated at the end of each day. In contrast, the 'Omnichannel - Agent state'…
Why is it important to add the Channel attribute when reporting on agent state?
Adding the Channel attribute when reporting on agent state is crucial to avoid duplicate time counts. If you only add the State attribute, the time spent in each state per channel is counted multiple times, leading to inaccurate data. By including…
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