Metrics and attributes for agent state, activity, and productivity

Explore Professional or Enterprise









This article defines the metrics and attributes you can use to create reports based on agent state, activity, and
productivity. These datasets are also used for the agent state prebuilt dashboards. See
Analyzing agent productivity.


Important: To get the most value out of these
datasets, remind your agents to sign in and out of Zendesk to accurately represent
their shifts. This is particularly important for the Support channel, where only two
states are reported (Online and Offline). If agents don’t sign out, reports will
show them as always online.

This article contains the following topics:

Agent state dataset
Agent state daily dataset
Agent productivity dataset



Agent state dataset

The Agent state dataset contains metrics and attributes that relate to when an agent
enters a given state and how long they’re in that state. Supervisors can use this
information to create timestamp reports that give them an in-depth look at how
agents spent their time.
In this dataset, an agent’s time in a given state is recorded only after their state
changes. This means that if an agent is in a single state for the entire duration of
the report’s time period, their state is not reported, as there have been no changes
to it. To report on agent states with or without changes, use the Agent state daily dataset
instead.


Note: Due to the volume of data recorded, this dataset retains
data from events that completed in the last 90 days. This is regardless of the
event start time, which might be older than 90 days.

This section contains the following topics:

Agent state metrics
Agent state attributes



Agent state metrics

This section lists and defines all metrics available in the Agent state
dataset.



Table 1. Agent state metrics







Metric
Definition
Explore formula




Agent time in state / seconds
The time spent in seconds by the agent in a
given state per channel. When you add this metric to a
report and slice the results by an agent attribute, you
must also add the Group attribute. If you don't,
an agent's total time is counted for each group they're
in.
When you add this metric to a report and slice
the results by the State attribute, you must also
add the Channel attribute. If you don’t, the time
spent in per-channel states is counted multiple times.
See Why is the
per-channel agent status time different than the
unified agent status time?










Agent state attributes

This section lists and defines all attributes available in the Agent state
dataset.



Table 2. Agent state attributes






Attribute
Definition




Group ID
The ID number of the group.


Group name
The name of the assigned group.


Channel
The channel that an agent state relates to.
Possible values include Support, Talk,
Messaging, Chat, and
Unified.


State
The state of the agent. Possible values
include:

away, invisible,
offline, online, and transfers
only (for per-channel states)

unified away, unified
offline, unified online, and unified
transfers only (for standard unified
agent statuses)

disconnected (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)

unknown (means that Explore was
unable to return a value for the agent’s state)
Any custom unified
agent statuses you’ve created in your
account

When you add this attribute to a report, you must
also add the Channel attribute. If you don’t, the
time spent in per-channel states is counted multiple
times. See Why is the
per-channel agent status time different than the
unified agent status time?



Agent name
The name of the agent.


Agent role
The role of the agent.


Agent ID
The ID of the agent.


Agent email
The email address of the agent.


Agent external ID
The external ID of the agent.


Agent locale
The locale of the agent.


Agent is moderator
Whether the agent is a moderator.


Agent status
The status of the agent. Possible values are
Active or Suspended.


Agent active
Whether the agent is active.


Agent suspended
Whether the agent is suspended.


Agent organization ID
The organization ID of the agent.


Agent tags
Tags added to the agent.


Agent timezone
The time zone of the agent.


State start time
A collection of attributes in different units
of time that record the time at which an agent entered a
state.


State end time
A collection of attributes in different units
of time that record the time at which an agent exited a
state.









Agent state daily dataset

The Agent state daily dataset contains metrics and attributes that relate to how
groups and agents spend their time across channels. This dataset helps you
understand, at a daily level, agents’ total time spent in certain states.
Data in this dataset is aggregated at the end of each day and reported in the
viewer's time zone (See Which time zone does Zendesk use?). Because this dataset
aggregates activity at the daily level and does not provide hourly granularity, the
Date - Hour attribute will always return a value of 0.
Because the data is aggregated daily, any group membership changes are reflected only
in the following day’s data. For example, an agent is moved from Group A to Group B
at noon on January 20. The data for January 20 shows them in Group A (even after
they were moved), while the data for January 21 shows them in Group B.


Note: In cases where Zendesk needs to reload the data on your
account, this dataset retains data only from the previous 90 days due to its
reliance on the Agent state dataset.

This section contains the following topics:

Agent state daily metrics
Agent state daily attributes



Agent state daily metrics

This section lists and defines all metrics available in the Agent state daily
dataset.



Table 3. Agent state daily metrics







Metric
Definition
Explore formula




Agent daily time in state

The total time per day spent by agents in a
given state per channel.
This metric is aggregated daily and cannot be
broken down into smaller time increments.
When you add this metric to a report and slice the
results by an agent attribute, you must also add the
Group attribute. If you don't, an agent's
total time is counted for each group they're in.
When you add this metric to a report and slice the
results by the State attribute, you must also add
the Channel attribute. If you don’t, the time
spent in per-channel states is counted multiple times.
See Why is the
per-channel agent status time different than the
unified agent status time?










Agent state daily attributes

This section lists and defines all attributes available in the Agent state daily
dataset.



Table 4. Agent state daily attributes






Attribute
Definition




Group ID
The ID number of the group.


Group name
The name of the assigned group.


Channel
The channel that an agent state relates to.
Possible values include Support, Talk,
Messaging, Chat, and
Unified.


State
The state of the agent. Possible values include:

away, invisible,
offline, online, and transfers
only (for per-channel states)

unified away, unified
offline, unified online, and unified
transfers only (for standard unified
agent statuses)

disconnected (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)

unknown (means that Explore was
unable to return a value for the agent’s state)
Any custom unified
agent statuses you’ve created in your
account

When you add this attribute to a report, you must
also add the Channel attribute. If you don’t, the
time spent in per-channel states is counted multiple
times. See Why is the
per-channel agent status time different than the
unified agent status time?



Agent name
The name of the agent.


Agent role
The role of the agent.


Agent ID
The ID of the agent.


Agent email
The email address of the agent.


Agent external ID
The external ID of the agent.


Agent locale
The locale of the agent.


Agent is moderator
Whether the agent is a moderator.


Agent status
The status of the agent. Possible values are
Active or Suspended.


Agent active
Whether the agent is active.


Agent suspended
Whether the agent is suspended.


Agent organization ID
The organization ID of the agent.


Agent tags
Tags added to the agent.


Agent timezone
The time zone of the agent.


Time - Agent time in state
A collection of attributes in different units
of time that return when the agent’s state was
recorded.









Agent productivity dataset

The Agent productivity dataset contains metrics and attributes that relate to work
items offered and assigned to agents and how agents used their capacity. Supervisors
can use this information to create reports that provide an in-depth look at the
utilization of their agent capacity.
This dataset reports on the number of work items newly assigned to an agent during a
given time period. It doesn’t report on the total number of existing work items
where the agent is listed as the assignee. To report on existing work items instead,
use the dataset for the channel you’re interested in. For example, use the Support -
Tickets dataset to see how many total tickets are assigned to an agent.
Data in this dataset is aggregated hourly, meaning reports can’t be broken down into
smaller time increments.
If an agent has no new work items assigned to them for a given hour, no data is
recorded for that timeframe. This means reports will include gaps for hours during
which an agent wasn’t assigned any work items. In the example report below, no work
items were assigned to the agent during the 15:00 hour, so no data was returned.

Similarly, if an agent wasn’t in the Online state for a given hour, no data is
recorded for the Agent average used capacity metric.


Note: Due to the volume of data recorded, this dataset retains
data from events that completed in the last 90 days. This is regardless of the
event start time, which might be older than 90 days.
This section contains
the following topics:

Agent productivity metrics
Agent productivity attributes



Agent productivity metrics

This section lists and defines all metrics available in the Agent productivity
dataset.









Metric
Definition


Agent average used capacity
The average capacity used by an agent for a
channel during a period (while they are in the Online state
only). A null value means the agent was not online. A
0.00 value means the agent was assigned no work
items during that period.
Note: The
metrics omnichannel_agent_productivity_capacity_seconds
and omnichannel_agent_productivity_agent_online_seconds
shown in the formula are used only for calculating
average used capacity and can't be added directly to a
report.
Formula:
SUM(omnichannel_agent_productivity_capacity_seconds)
/SUM(omnichannel_agent_productivity_agent_online_seconds)




Agent max used capacity
The maximum capacity used by an agent for a
channel during a period.


Agent min used capacity
The minimum capacity used by an agent for a
channel during a period.


Max capacity limit
The maximum capacity assigned to an agent by
the admin per channel.


Offer count

The number of work items offered to the agent
during a specific period. 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.
Offer count is measured at the agent level,
meaning this metric returns values for the agent
regardless of group filters.



Accepted count

The number of work items accepted by the agent
during a specific period. 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.
Accepted count is measured at the agent level,
meaning this metric returns values for the agent
regardless of group filters.



Acceptance rate

The ratio of accepted work items to the total
work items assigned to an agent during a specific
period. 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. If no work items are offered to or accepted by
an agent in the given time period, this metric returns a
null value.
Acceptance rate is measured at the agent level,
meaning this metric returns values for the agent
regardless of group filters.
Formula: IF (ATTRIBUTE_ADD(SUM(Offer count),[Agent
productivity start time - Date]) &gt; 0) THEN
100*SUM(Accepted count)/SUM(Offer count) ELSE 0
ENDIF









Agent productivity attributes

This section lists and defines all attributes available in the Agent productivity
dataset.








Attribute
Definition


Group ID
The ID number of the group.


Group name
The name of the assigned group.


Channel
The channel that a capacity value relates to.
Possible values include Support, Talk, Messaging, and
Chat.


Agent name
The name of the agent.


Agent role
The role of the agent.


Agent ID
The ID of the agent.


Agent email
The email address of the agent.


Agent external ID
The external ID of the agent.


Agent locale
The locale of the agent.


Agent is moderator
Whether the agent is a moderator.


Agent status
Whether an agent is active or suspended.


Agent active
Whether the agent is active.


Agent suspended
Whether the agent is suspended.


Agent organization ID
The organization ID of the agent.


Agent tags
Tags added to the agent.


Agent timezone
The time zone of the agent.


Time - Agent productivity start time
A collection of attributes in different units of
time that return when work item capacity was recorded. The start
time is recorded when the work item is assigned to the
agent.


Time - Agent productivity end time
A collection of attributes in different units of
time that return when the end time when work item capacity was
recorded. The end time is recorded when the work item is solved
or assigned to another agent.