Analyzing omnichannel agent state and activity

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<p id="docs-hc-snippet" style="display: none;">Explore features a prebuilt dashboard to help you monitor your agents’ states across channels. This dashboard gives supervisors the information they need to understand how their agents are spending their time.</p>
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<p class="p">Explore features a prebuilt dashboard to help you monitor your agents’ states across
channels. This dashboard gives supervisors the information they need to understand how
their agents are spending their time. </p>
<div class="p">
<div class="note tip" id="analyzing_agent_state__note_vqy_glf_2xb">
<span class="tiptitle">Tip:</span> You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">clone this dashboard</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819770906" target="_blank">customize it</a> to meet more specific scenarios. If you
need something more complex, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create your own reports</a> using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600290657434" target="_blank">metrics and attributes for agent state and
activity</a>.</div>
</div>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="analyzing_agent_state__ul_mvc_llf_2xb">
<li class="li"><a class="xref" href="#topic_a2r_2lf_2xb">Opening the omnichannel agent productivity and queues dashboard</a></li>
<li class="li"><a class="xref" href="#topic_a5q_flf_2xb">Understanding the reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_a2r_2lf_2xb">
<h2 class="title topictitle2" id="ariaid-title2">Opening the omnichannel agent productivity and queues dashboard</h2>
<div class="body">
<p class="p">The omnichannel agent productivity and queues dashboard is available in the Explore
dashboards library. </p>
<p class="p"><strong class="ph b">To open the omnichannel agent productivity and queues dashboard</strong></p>
<ol class="ol" id="topic_a2r_2lf_2xb__ol_jzc_4lf_2xb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_a2r_2lf_2xb__image_wcs_plf_2xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk Omnichannel: Agent
productivity and queues</strong> dashboard.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_a5q_flf_2xb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the reports</h2>
<div class="body">
<p class="p">The dashboard contains the following tabs: </p>
<ul class="ul" id="topic_a5q_flf_2xb__ul_szk_slf_2xb">
<li class="li"><a class="xref" href="#topic_qgk_rlf_2xb">Summary tab</a></li>
<li class="li"><a class="xref" href="#topic_jlh_trl_1jc">Performance ranking tab</a></li>
<li class="li"><a class="xref" href="#topic_lry_rlf_2xb">State details tab</a></li>
<li class="li"><a class="xref" href="#topic_tng_nz2_z1c">Assigned work tab</a></li>
<li class="li"><a class="xref" href="#topic_kkw_qrl_1jc">Queues tab</a></li>
</ul>
<div class="p">
<div class="note note" id="topic_a5q_flf_2xb__note_kvx_tlf_2xb">
<span class="notetitle">Note:</span> When filtering any of the tabs in this dashboard, make
sure to filter by both group and agent. If you filter only by agent, data is
duplicated if the selected agent is in multiple groups.</div>
<div class="note note" id="topic_a5q_flf_2xb__note_nng_h2g_z1c">
<span class="notetitle">Note:</span> When exporting this dashboard, duration data in the
export is always calculated in seconds.</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_qgk_rlf_2xb">
<h3 class="title topictitle3" id="ariaid-title4">Summary tab</h3>
<div class="body">
<p class="p">The Summary tab contains reports that give you an overall look at what state
groups or agents were in over a specified period of time. You can filter the
reports on the dashboard by <strong class="ph b">Date</strong>, <strong class="ph b">Channel</strong>, <strong class="ph b">Group</strong>, <strong class="ph b">Agent
name</strong>, and <strong class="ph b">Agent state</strong>. If you use omnichannel routing, the
<strong class="ph b">Channel</strong> filter doesn’t appear, and the reports are automatically
filtered by the <strong class="ph b">Unified</strong> channel value.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_clk_wlf_2xb">
<h4 class="title topictitle4" id="ariaid-title5">Summary tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_clk_wlf_2xb__ul_p4q_zlf_2xb">
<li class="li">
<strong class="ph b">Online time</strong>: The total amount of time that the filtered groups or
agents were in the Online state.</li>
<li class="li">
<strong class="ph b">Offline time</strong>: The total amount of time that the filtered groups
or agents were in the Offline state.</li>
<li class="li">
<strong class="ph b">Away time</strong>: The total amount of time that the filtered groups or
agents were in the Away state.</li>
<li class="li">
<strong class="ph b">Transfers only time</strong>: The total amount of time that the filtered
groups or agents were in the Transfers only state.</li>
<li class="li">
<strong class="ph b">Invisible time</strong>: The total amount of time that the filtered groups
or agents were in the Invisible state.</li>
</ul>
<p class="p"><img class="image" id="topic_clk_wlf_2xb__image_j1h_dmf_2xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_db_summary_kpis.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_fwg_xlf_2xb">
<h4 class="title topictitle4" id="ariaid-title6">Summary tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports:</p>
<ul class="ul" id="topic_fwg_xlf_2xb__ul_idz_gmf_2xb">
<li class="li">
<strong class="ph b">Time in state by day (online and offline)</strong>: The total number of
hours spent in the Offline and Online states by the selected groups or
agents.<p class="p"><img class="image" id="topic_fwg_xlf_2xb__image_bx1_mmf_2xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_db_time_in_state_day.png" width="600"></p>
<p class="p">If you use
omnichannel routing, this report is called <strong class="ph b">Time in unified states
by day</strong> and shows the total number of hours spent in the
Away, Offline, Online, and Transfers Only states by the selected
groups or agents.</p>
<p class="p"><img class="image" id="topic_fwg_xlf_2xb__image_ykr_2zw_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_db_time_in_unified_state_day.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Time in custom states by day (top used).</strong> (Appears only if you use
omnichannel routing.) The total number of hours spent in the top five
custom states by the selected groups or agents.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_jlh_trl_1jc">
<h3 class="title topictitle3" id="ariaid-title7">Performance ranking tab</h3>
<div class="body">
<p class="p" dir="ltr">The Performance ranking tab gives a quick overview of team performance
for a given time period. You can filter the reports on the dashboard by
<strong class="ph b">Date</strong> and <strong class="ph b">Group</strong>.</p>
<p class="p" dir="ltr">By default, email performance is shown sorted by your agent's shortest
average handle time. You can click any of the channel attributes in the table
heading to filter by other channels, and click any of the other column headings
to sort by your select key performance metrics. </p>
<p class="p"><img class="image" id="topic_jlh_trl_1jc__image_wq4_q33_2fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/eng_arpan_4.png" width="550"></p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_lry_rlf_2xb">
<h3 class="title topictitle3" id="ariaid-title8">State details tab</h3>
<div class="body">
<p class="p">The State Detail tab contains a single report that lets you dig further into how
agents spent their time. You can filter the reports on the dashboard by
<strong class="ph b">Date</strong>, <strong class="ph b">Channel</strong>, <strong class="ph b">Group</strong>, <strong class="ph b">Agent name</strong>, and <strong class="ph b">Agent
state</strong>.</p>
<p class="p">By default, the report is filtered to include only the <strong class="ph b">Online</strong>,
<strong class="ph b">Away</strong>, <strong class="ph b">Transfer only</strong>, <strong class="ph b">Invisible</strong>, and <strong class="ph b">Offline</strong> states
(if you don’t use omnichannel routing), or <strong class="ph b">unified online</strong>, <strong class="ph b">unified
away</strong>, <strong class="ph b">unified transfers only</strong>, and <strong class="ph b">unified offline</strong> states
(if you do use omnichannel routing). </p>
<p class="p">If you see gaps in your agents’ state information, you can update the <strong class="ph b">Agent
state</strong> filter to include the <strong class="ph b">Disconnected</strong> and <strong class="ph b">Unknown</strong>
states, as well as custom states (if you use omnichannel routing). The
<strong class="ph b">Disconnected</strong> value means that the agent’s connection to the system
was interrupted, which can happen when the agent’s computer is disconnected from
the internet, the internet browser puts the agent’s tab to sleep, or other
circumstances. The <strong class="ph b">Unknown</strong> value means that Explore was unable to return
a value for the agent’s state.</p>
<p class="p">Additionally, if you use omnichannel routing, the report is filtered to include
only the <strong class="ph b">Unified</strong> channel by default, but you can update the filter to
include other channels as needed.</p>
<p class="p">If you apply a multi-day time filter to this report, the filter applies to both
the start time and the end time of an agent state. This means that the Duration
column might show more than 24 hours in a given state for a single day.</p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_hgp_rmf_2xb">
<h4 class="title topictitle4" id="ariaid-title9">State Detail tab report</h4>
<div class="body">
<p class="p">This tab displays the following report: </p>
<ul class="ul" id="topic_hgp_rmf_2xb__ul_xmb_5mf_2xb">
<li class="li">
<strong class="ph b">Total time in state</strong>: A table that shows, for each agent and each
day, how long the agent spent in each state (including start time, end
time, and duration) for each channel.<p class="p"><img class="image" id="topic_hgp_rmf_2xb__image_acm_xmf_2xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_db_details_report.png" width="600"></p>
<p class="p">If you use
omnichannel routing, you can filter this report by both a specific
channel (for example, <strong class="ph b">Messaging</strong>) as well as the
<strong class="ph b">Unified</strong> channel. If you do, it’s important to note that
the duration of time spent in a per-channel status equals the
duration of time spent in a unified status plus any custom statuses
that are mapped to that per-channel state. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6362240787226" target="_blank">Why is the per-channel agent
status time different than the unified agent status
time?</a></p>
<div class="p">
<div class="note tip" id="topic_hgp_rmf_2xb__note_rxr_4z5_jzb">
<span class="tiptitle">Tip:</span> To see per-channel status
each custom status is mapped to, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133588225690#topic_og3_1ms_bvb" target="_blank">Viewing unified agent
statuses</a>.</div>
</div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_tng_nz2_z1c">
<h3 class="title topictitle3" id="ariaid-title10">Assigned work tab</h3>
<div class="body">
<p class="p">The Assigned work tab contains reports that tell you the average work items
assigned to each agent for all channels and offer and acceptance counts for Chat
and Messaging only. You can filter the reports by <strong class="ph b">Date</strong>, <strong class="ph b">Channel</strong>,
<strong class="ph b">Group</strong>, or <strong class="ph b">Agent name</strong>.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_imh_f1f_z1c">
<h4 class="title topictitle4" id="ariaid-title11">Assigned work tab reports</h4>
<div class="body">
<p class="p">The tab displays the following reports:</p>
<ul class="ul" id="topic_imh_f1f_z1c__ul_brz_g1f_z1c">
<li class="li">
<strong class="ph b">Average work items assigned (when online)</strong>: A table that shows
agents’ average used capacity while in an Online state per day.<p class="p"><img class="image" id="topic_imh_f1f_z1c__image_xmw_p1f_z1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_dashboard_avg_work_assigned.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Max and min work items assigned.</strong> The maximum and minimum capacity
used by agents each day for the past week.<p class="p"><img class="image" id="topic_imh_f1f_z1c__image_enx_vz2_z1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_agent_state_activities_min_max.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Acceptance rate</strong>: A table that shows the offer count, accepted
count, and acceptance rate for each agent per day, broken out by
channel. Available only for web and mobile messaging, social messaging,
and live chat. Acceptance rate is not available if auto-accept or
broadcast mode is used for routing, or if no work items were offered to
or accepted by the agent.<p class="p"><img class="image" id="topic_imh_f1f_z1c__image_amr_41f_z1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_dashboard_acceptance_rate.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_kkw_qrl_1jc">
<h3 class="title topictitle3" id="ariaid-title12">Queues tab</h3>
<div class="body">
<p class="p">The tab displays the following reports:</p>
<ul class="ul" id="topic_kkw_qrl_1jc__ul_d4g_vsl_1jc">
<li class="li">
<strong class="ph b">Tickets entered queue:</strong> The number of tickets that entered the
selected queues over the time period you specified.<p class="p"><img class="image" id="topic_kkw_qrl_1jc__image_b34_fzl_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/newdash_1.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Tickets exited queue:</strong> The number of tickets that exited the selected
queues over the time period you specified.<p class="p"><img class="image" id="topic_kkw_qrl_1jc__image_csj_gzl_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/newdash_2.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Tickets entered vs. exited by date:</strong> A chart showing the number of
tickets that entered or exited the selected queues over the time period you
specified.<p class="p"><img class="image" id="topic_kkw_qrl_1jc__image_xmf_hzl_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/newdash_3.png" width="450"></p>
</li>
<li class="li">
<strong class="ph b">Queues volume details:</strong> Displays information about your queue volumes
including inbound and outbound traffic, and channels.<p class="p"><img class="image" id="topic_kkw_qrl_1jc__image_us2_3zl_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/newdash_4.png" width="500"></p>
</li>
</ul>
</div>
</div>
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