Understanding Unified Agent Statuses in Zendesk Explore
What are unified agent statuses in Zendesk Explore?
Unified agent statuses in Zendesk Explore provide a consolidated view of agent availability across different channels. If you have enabled omnichannel routing, you can access live metrics for unified agent statuses like online, away, transfer only, and offline.
These metrics are not filtered by any specific channel, allowing you to see the overall status of your agents. This helps in managing your team's workload more effectively and ensuring that agents are available to handle customer interactions across all channels.
More related questions
What are live data components in Zendesk Explore dashboards?
Live data components in Zendesk Explore dashboards allow you to view data that updates in near-real time. These components are useful for monitoring various metrics across different Zendesk products like Support, Chat, Talk, and Messaging. For more…
How can I use live data components for Zendesk Support?
Live data components for Zendesk Support provide real-time insights into your support operations. You can track various metrics such as the number of agents online or offline, and the status of tickets over different time intervals like 30 or 60…
What live data components are available for Zendesk Chat?
Zendesk Chat offers a variety of live data components that help you monitor chat interactions in real-time. These include metrics like chats in queue, active chats, and agent statuses such as online, away, or invisible. Additionally, you can track…
How do live data components work for Zendesk Talk?
In Zendesk Talk, live data components provide real-time insights into your call operations. You can monitor metrics such as calls in queue, ongoing calls, and agent statuses like online, offline, or away. These components help you manage call…
What are the live data components for Zendesk Messaging?
Zendesk Messaging includes live data components that allow you to track active and inactive conversations, agent statuses, and average wait times. These components provide a real-time view of your messaging operations. You can monitor metrics like…
How can I filter live data in Zendesk Explore?
Zendesk Explore offers live data filter components that allow you to refine the data you see on your dashboards. These filters are channel-specific and include options like Support - Ticket group, Chat - Department, and Talk - Call group. By…
Can I create custom agent statuses in Zendesk Explore?
Yes, if you have enabled omnichannel routing, you can create custom agent statuses in Zendesk Explore. These custom statuses allow you to tailor the agent availability metrics to better fit your organization's needs. To access these custom…
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