Aggregate reports of Agent Scorecard metrics
C
Coral Stingray
As a manager I absolutely love the Agent Activity report and how it breaks up activity based on agents' activity (i.e. online in zendesk in a ticket, online in zendesk not in a ticket, offline etc.). It would be really useful to have some aggregate view of all those diff states somewhere so that I could have a quick and easy view of how much time in total agents spend in each state.
O
Oxana Basse
Additional needs for this request:
Total duration by agent state/status: Show the total time spent in each state over a selected date range, including custom Zendesk statuses. Today, the export only provides individual start and end times, which requires manually calculating and aggregating time by status.
Filter agents based on end date: Allow inactive agents to be excluded from reporting based on their end date. Currently, inactive agents continue to appear, making it harder to report on the active team accurately.
R
Running Canid
Merged in a post:
Show Stacked Agent Scorecards per team
S
Salmon Pony
Having a view of all employees on a team and their "live" adherence with a similar graphic as on the scorecard would save a ton of time.
S
Salmon Pony
alternatively, having an all encompassing view on the realtime dashboard regarding adherence. If the scorecard says they are currently in adherence, then I also want to see a realtime dashboard that indicates the same without having to view the agent's scorecard or decipher between multiple channels at once.
E
Emerald Antlion
Yes can we please have this aggregate feature ASAP. Would be a game changer
C
Coral Stingray
Merged in a post:
See multiple agents when looking at the agent activity report
Y
Yacht club Alpaca
is it possible to see multiple agent's activity reports at once or only 1 at a time? ex. is it possible to see everyone on a supervisor team's agent activity report at once?