Question

Which dataset should I use to report on omnichannel work?

Answer

There are three datasets in Zendesk Explore to report on omnichannel work. The dataset you use depends on your goal:

Omnichannel - Agent productivity

Omnichannel - Agent state

Omnichannel - Agent state daily

Agent productivity dataset

This dataset focuses on work offered and assigned to agents. It shows how agents use capacity, such as tickets handled and response times.

Use this dataset to analyze how well agents manage workloads and productivity, and to assess agent performance by tasks completed and capacity.

Example use case: I want to evaluate how effectively agents handle their workload

Analyze how many tickets each agent resolves in a period, compare it to available time, and identify top performers or those who may need extra help or support.

Agent state dataset

This dataset tracks how long agents spend in different states, such as Online, Away, Transfer Only, Invisible, and Offline. It records state changes with timestamps.

Use this dataset for detailed insights into individual agent behavior and the time of state changes to understand availability and patterns in peak times.

Example use case: I want to manage staff more effectively

Analyze how often agents switch between the status Online and Away in a busy period. Identify time frames when agents are not available and correlate the data with call volume or ticket inflow.

Agent state daily dataset

This dataset provides aggregated information on a daily basis about how groups and agents spend time across channels.

Use this dataset for a daily overview of agent performance and to track trends in agent behavior.

Example use case: I want to quickly see trends in agent availability or inactivity

Build a high-level overview of agent performance over a week, without the need to analyze detailed timestamps.

For more information, see:

Metrics and attributes for agent state and activity

Understanding datasets

Why is the per-channel agent status time different than the unified agent status time?