Announcing omnichannel engagements and updated agent productivity reports

Announced on | EAP starts | EAP ends

April 30, 2025

April 30, 2025

April 30, 2025

We're excited to announce the launch of the omnichannel engagement dataset and new agent productivity dashboards with agent engagement metrics.

With the new dataset, admins and supervisors can take a deeper look at their agent's engagements within a ticket conversation for the email and messaging channels.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

This release contains:

A new omnichannel engagement dataset that you can use to build your own reports. To discover the new metrics and attributes for engagement, see Metrics and attributes for omnichannel engagements.

Two new agent productivity dashboards that includes key indicators around your agents’ responsiveness, efficiency and availability, so supervisors understand how well agents are managing their workload and how agents are spending their time throughout the day.

Omnichannel: Agent productivity with unified states and custom state and activity - For customers using omnichannel routing.

Omnichannel: Agent Productivity - for customers not using omnichannel routing.

Why is Zendesk making this change?

We are making this change to address a gap in messaging reporting that Chat provides today, this new dataset helps new and existing messaging customers get the same reporting capabilities that are supported with Chat.

There are some limitations in the engagements dataset:

Only Support and messaging channels are supported.

The engagement retention period is 14 days. If an engagement has not started or ended in last 14 days, it will not be captured in the report.

What do I need to do?

After this release you’ll find the new dashboards in your dashboards library. See the following articles for help with the new metrics and dashboards:

Metrics and attributes for omnichannel engagements

Analyzing agent productivity