Analyzing agent state and activity

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You must have the Agent Workspace to use the dashboard described in this article.

Zendesk 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 state and activity dashboard

Understanding the reports

Opening the omnichannel agent state and activity dashboard

The omnichannel agent state and activity dashboard is available in the Dashboards library in Explore.

To open the omnichannel agent state and activity dashboard

In Explore, click the Dashboard icon () in the left sidebar.

From the list of dashboards, select one of the following dashboards:

(If you don't use omnichannel routing) Zendesk Omnichannel: Agent State and Activity

(If you use omnichannel routing) Zendesk Omnichannel: Unified and Custom Agent State and Activity

The two dashboards are similar in layout and purpose, but the dashboard for omnichannel routing customers includes information about unified and custom states in addition to channel-specific states. Any differences between the dashboards are called out in the descriptions below.

Understanding the reports

The dashboard contains the following tabs:

Summary tab

State Detail tab

Assigned work 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.

State Detail 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. For an explanation of how this can happen, see Why does the State Detail dashboard show a duration of more than 24 hours 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.