Can I report on agent availability in Zendesk Voice (formerly Talk)?

Question

Can I report on agent availability in Zendesk Voice (formerly Talk)? Can I report on Voice (formerly Talk) agent availability in Explore?

Answer

Yes. The standard Voice (formerly Talk) dashboard displays real-time agent availability. This data isn't editable and can't be pulled over an extended period of time.

Total online time, Total away time, and Time available metrics aren't available in Analytics to report on further. Voice (formerly Talk) data in Analytics focuses on calls and therefore, it doesn't contain agent-level metrics. However, you can fetch this data under available_time in the application programming interface (API) Agent Activity.

Note: On the Enterprise plan, you can also use Explore to see live agent status and activity for Voice (formerly Talk) calls.

For more information about the Voice (formerly Talk) dashboard, see Zendesk Voice (formerly Talk) dashboard metrics reference.