Why Zendesk Added Unified Agent Statuses
Why did Zendesk introduce support for unified and custom agent statuses?
Zendesk introduced support for unified and custom agent statuses to enhance real-time visibility in contact centers. This change allows customers to get a comprehensive view of what their agents are working on, enabling team leaders to match available agent capacity with the right ticket backlog efficiently.
With these updates, team leaders and workforce managers can add live KPIs to their Explore dashboards, showing the number of agents signed into unified statuses. This ensures overall contact center productivity by quickly identifying and addressing the current ticket backlog.
More related questions
What changes have been made to Zendesk Explore live reporting?
Zendesk Explore live reporting now supports unified and custom agent statuses. This update allows Enterprise customers using omnichannel routing to access more detailed information about agents' statuses and capacity on the Explore prebuilt live…
Do I need to take any action for the new Zendesk Explore updates?
No action is required from you for the new Zendesk Explore updates. The update has been automatically rolled out to all Explore Enterprise accounts. This means you can immediately start benefiting from the enhanced live dashboards and live agent…
How can I use the new live data metrics in Zendesk Explore?
With the new live data metrics in Zendesk Explore, you can create custom live dashboards to better understand your current staffing availability. These metrics provide insights into unified and custom agent statuses, helping you make informed…
What are the benefits of the new Zendesk Explore live reporting features?
The new Zendesk Explore live reporting features offer several benefits, including enhanced visibility into agent activities and improved contact center productivity. By supporting unified and custom agent statuses, team leaders can quickly identify…
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