Track Agent Availability Time - Frequently asked questions
Discover how to track agent availability time effectively. Explore common questions and solutions to optimize your Zendesk support team's performance.
Frequently asked questions
How can I track agent availability time in Zendesk?
To track agent availability time in Zendesk, create a general task named 'Available'. This allows you to monitor when agents are not handling work items. Train your agents to clock into this 'Available' task whenever they have no work items in…
What is the purpose of the 'Available' task in Zendesk?
The 'Available' task in Zendesk helps track when agents are not handling work items. It provides insights into staffing needs. By creating a general task named 'Available', agents can clock into it whenever they have no work items in their…
How can I train agents to use the 'Available' task in Zendesk?
Training agents to use the 'Available' task involves instructing them to clock into it when they have no work items. This helps track availability. Ensure that your agents understand the importance of clocking into the 'Available' task whenever…
Where can I view the time spent on the 'Available' status in Zendesk?
You can view the time spent on the 'Available' status in Zendesk through the Agent activity page, Agent Status page, and Reports page. These tools provide insights into how much time agents spend in the 'Available' status, helping you analyze…
Can I create custom reports for agent availability in Zendesk?
Yes, you can create custom reports for agent availability in Zendesk to gain tailored insights. By using the data collected from the 'Available' task, you can design custom report templates that suit your specific needs. This allows you to…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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