Explore recipe: Reporting on agent state

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<p>In this recipe, you’ll learn how to report on agent status. This helps you understand how your agents are spending their time.</p>
<div class="note tip">
<span class="tiptitle"> Tip:</span> To see the prebuilt reports that are available for agent state, see <a href="https://support.zendesk.com/hc/en-us/articles/5600298255770">Analyzing agent state</a>.</div>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01HPHR5AR84W7JR22X3GQJFBTC">What you’ll need</a></li>
<li><a href="#h_01HPHR52RGYAXP8B2XMR6GX6JD">Creating the report</a></li>
<li><a href="#h_01HPHR4WPC7P3VXGJDAK26BHGP">Enhancing the report</a></li>
</ul>
<h2 id="h_01HPHR5AR84W7JR22X3GQJFBTC">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 5 minutes</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (See <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970">Giving users access to Explore</a>)</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4408821259930">Agent workspace</a> turned on</li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/5600290657434">Agent state data</a></li>
</ul>
<h2 id="h_01HPHR52RGYAXP8B2XMR6GX6JD">Creating the report</h2>
<p>You can create a basic report on agent state and then filter the results to see only the data you’re interested in.</p>
<p><strong>To create the report</strong></p>
<ol>
<li>In Explore, click the reports icon (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">).</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Omnichannel</strong> &gt; <strong>Omnichannel - Agent state daily</strong>, then click <strong>Start report</strong>. The report builder opens.
<div class="note tip">
<span class="tiptitle">Tip:</span> If you want to report on data for the current day, use the <strong>Omnichannel - Agent state</strong> dataset instead.</div>
</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list of metrics, select <strong>Agent daily time in state</strong>.
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're using the <strong>Omnichannel - Agent state</strong> dataset, use the <strong>Agent time in state / seconds</strong> metric instead.</div>
</li>
<li>In the <strong>Rows</strong> panel, add the following attributes:
<ul>
<li>
<strong>State start time - Month</strong> (available only in the <strong>Omnichannel - Agent state</strong> dataset)</li>
<li><strong>State</strong></li>
<li><strong>Channel</strong></li>
<li>
<strong>Agent name</strong> (or <strong>Group name</strong>)</li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> When you add the <strong>State</strong> attribute to a report, you must also always add the <strong>Channel</strong> attribute. If you don’t, the time spent in per-channel states is counted multiple times. See <a href="https://support.zendesk.com/hc/en-us/articles/6362240787226">Why is the per-channel agent status time different than the unified agent status time?</a>
</div>
</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4408825475354#topic_wfq_zpk_zwb">Filter any of the attributes</a> you just added to focus the report’s results on the data you want to see.</li>
</ol>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_agent_state_report.png" width="600"></p>
<h2 id="h_01HPHR4WPC7P3VXGJDAK26BHGP">Enhancing the report</h2>
<p>By default, the <strong>Agent time in state</strong> metric is calculated in seconds. To display the time in minutes or hours instead, you can create a standard calculated metric.</p>
<p><strong>To create the standard calculated metric</strong></p>
<ol>
<li>In your report, click the <strong>Calculations</strong> menu (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png">) and select Standard calculated metric.</li>
<li>In the <strong>Name</strong> field, enter a descriptive name, such as <strong>Agent time in state in minutes</strong> (or <strong>hours</strong>).</li>
<li>In the <strong>Formula</strong> field, enter the following formula:
<pre>SUM(Agent time in state / seconds)/60</pre>
If you want to display the time in hours, use this formula instead:
<pre>SUM(Agent time in state / seconds)/60/60</pre>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're working in a language other than English, see How can I convert formulas from English into another language?</div>
</li>
<li>Click <strong>Save</strong>.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong> and select the calculated metric you just created.</li>
<li>(Optional) Remove the <strong>Agent time in state / seconds</strong> metric.</li>
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