Understanding the Agent State Dataset in Zendesk
What is the Agent State Dataset in Zendesk Explore?
The Agent State Dataset in Zendesk Explore provides metrics and attributes related to when an agent enters a given state and how long they remain in that state. This dataset is useful for supervisors to create timestamp reports that offer a detailed view of how agents spend their time.
In this dataset, an agent's time in a state is recorded only after their state changes. If an agent remains in a single state for the entire report period, their state is not reported. For continuous state reporting, the Agent State Daily Dataset should be used. Note that this dataset retains data only from the previous 90 days. For more details, check theoriginal documentation.
More related questions
How does the Agent State Daily Dataset differ from the Agent State Dataset?
The Agent State Daily Dataset aggregates data at the end of each day, providing insights into how groups and agents spend their time across channels on a daily basis. This dataset helps understand agents' total time spent in certain states each…
What are the key metrics in the Agent Productivity Dataset?
The Agent Productivity Dataset includes metrics that relate to work items offered and assigned to agents, as well as how agents use their capacity. Key metrics include Agent Average Used Capacity, Agent Max Used Capacity, and Offer Count. This…
Why is it important for agents to sign in and out of Zendesk?
It's crucial for agents to sign in and out of Zendesk to accurately represent their shifts, especially in the Support channel where only two states are reported: Online and Offline. If agents don't sign out, Explore will show them as always online….
What attributes are available in the Agent State Dataset?
The Agent State Dataset includes various attributes such as Group ID, Group Name, Channel, State, Agent Name, Agent Role, and more. These attributes help in creating detailed reports on agent activity. For example, the State attribute includes…
How is data retention managed in Zendesk Explore datasets?
Data retention in Zendesk Explore datasets is managed by retaining data only from the previous 90 days. This applies to the Agent State, Agent State Daily, and Agent Productivity datasets. Due to the volume of data recorded, this retention policy…
What is the significance of the Channel attribute in reports?
The Channel attribute in reports is significant because it relates to the channel an agent state is associated with, such as Support, Talk, Messaging, Chat, and Unified. It ensures accurate reporting of time spent in per-channel states. When adding…
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