Zendesk's New Agent Productivity Reporting Feature
What is the new agent productivity historical reporting feature in Zendesk?
Zendesk has introduced a new feature called agent productivity historical reporting in Explore. This feature enhances the agent state and activity dashboard, allowing supervisors, team leads, and admins to better understand their agents' productivity through data on work items offered and assigned to agents. It is available for both customers with and without omnichannel routing enabled.
The new feature includes an Agent productivity dataset in Explore, which provides insights into agents' workload and helps supervisors make data-driven decisions regarding workload volume and staffing across channels. It also supports training and professional development conversations between supervisors and their teams. For more details, you can check the originalZendesk announcement.
More related questions
Why did Zendesk introduce the agent productivity dataset?
Zendesk introduced the agent productivity dataset to help supervisors monitor and report on their teams' capacity and workload volume across channels. This dataset supports capacity metrics for Support, Messaging, Chat, and Talk, and acceptance…
How can the new dataset help supervisors in Zendesk?
The new dataset in Zendesk helps supervisors by providing insights into agents' workload, enabling them to better understand team performance. It allows supervisors to make data-driven decisions regarding workload volume and staffing across…
What do Zendesk customers need to do to access the new reporting feature?
For Zendesk customers on Professional plans and higher with Agent Workspace turned on, the new dataset will be automatically available in their account. The existing omnichannel agent state dashboard has also been enhanced with this information to…
What channels does the new Zendesk dataset support?
The new Zendesk dataset supports capacity metrics for Support, Messaging, Chat, and Talk, as well as acceptance metrics for Messaging and Chat. This comprehensive support allows supervisors to monitor and report on their teams' capacity and…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
