Analyzing omnichannel agent state and activity


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.


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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.


Tip: You can clone this dashboard and customize it to meet more specific scenarios. If you
need something more complex, you can create your own reports using metrics and attributes for agent state and
activity.

This article contains the following topics:

Opening the omnichannel agent productivity and queues dashboard
Understanding the reports



Opening the omnichannel agent productivity and queues dashboard

The omnichannel agent productivity and queues dashboard is available in the Explore
dashboards library.
To open the omnichannel agent productivity and queues dashboard

In Explore, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select the Zendesk Omnichannel: Agent
productivity and queues dashboard.




Understanding the reports

The dashboard contains the following tabs:

Summary tab
Performance ranking tab
State details tab
Assigned work tab
Queues tab



Note: 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.

Note: When exporting this dashboard, duration data in the
export is always calculated in seconds.



Summary tab

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 Date, Channel, Group, Agent
name, and Agent state. If you use omnichannel routing, the
Channel filter doesn’t appear, and the reports are automatically
filtered by the Unified channel value.


Summary tab headline metrics

This tab displays the following headline metrics (KPIs):


Online time: The total amount of time that the filtered groups or
agents were in the Online state.

Offline time: The total amount of time that the filtered groups
or agents were in the Offline state.

Away time: The total amount of time that the filtered groups or
agents were in the Away state.

Transfers only time: The total amount of time that the filtered
groups or agents were in the Transfers only state.

Invisible time: The total amount of time that the filtered groups
or agents were in the Invisible state.





Summary tab reports

This tab displays the following reports:


Time in state by day (online and offline): The total number of
hours spent in the Offline and Online states by the selected groups or
agents.
If you use
omnichannel routing, this report is called Time in unified states
by day and shows the total number of hours spent in the
Away, Offline, Online, and Transfers Only states by the selected
groups or agents.



Time in custom states by day (top used). (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.





Performance ranking tab

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
Date and Group.
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.




State details tab

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
Date, Channel, Group, Agent name, and Agent
state.
By default, the report is filtered to include only the Online,
Away, Transfer only, Invisible, and Offline states
(if you don’t use omnichannel routing), or unified online, unified
away, unified transfers only, and unified offline states
(if you do use omnichannel routing).
If you see gaps in your agents’ state information, you can update the Agent
state filter to include the Disconnected and Unknown
states, as well as custom states (if you use omnichannel routing). The
Disconnected 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 Unknown value means that Explore was unable to return
a value for the agent’s state.
Additionally, if you use omnichannel routing, the report is filtered to include
only the Unified channel by default, but you can update the filter to
include other channels as needed.
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.


State Detail tab report

This tab displays the following report:


Total time in state: 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.
If you use
omnichannel routing, you can filter this report by both a specific
channel (for example, Messaging) as well as the
Unified 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 Why is the per-channel agent
status time different than the unified agent status
time?


Tip: To see per-channel status
each custom status is mapped to, see Viewing unified agent
statuses.







Assigned work tab

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 Date, Channel,
Group, or Agent name.


Assigned work tab reports

The tab displays the following reports:


Average work items assigned (when online): A table that shows
agents’ average used capacity while in an Online state per day.


Max and min work items assigned. The maximum and minimum capacity
used by agents each day for the past week.


Acceptance rate: 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.






Queues tab

The tab displays the following reports:


Tickets entered queue: The number of tickets that entered the
selected queues over the time period you specified.


Tickets exited queue: The number of tickets that exited the selected
queues over the time period you specified.


Tickets entered vs. exited by date: A chart showing the number of
tickets that entered or exited the selected queues over the time period you
specified.


Queues volume details: Displays information about your queue volumes
including inbound and outbound traffic, and channels.





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