Understanding Omnichannel Datasets in Zendesk Explore
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' dataset offers a timestamp view, refreshed hourly, making it ideal for reporting on the current day.
Choosing the right dataset depends on whether you need a daily summary or up-to-date hourly data.
More related questions
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…
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…
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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