Overview of the omnichannel agent state and activity dashboard

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Explore offers a prebuilt dashboard that displays data about your agents’ states. 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 activities.

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

Understanding the reports

The dashboard contains the following tabs:

Summary tab: Contains reports about the overall time that a group or agent has spent in a specific state, along with a daily-aggregated report on time spent in online and offline states.

State Detail tab: Contains a drilled-in report with timestamp-level details about when a group or agent entered and exited states for a given channel.

Assigned work tab: Contains reports about how much capacity each agent has used for all channels, along with offer and acceptance counts for Chat and Messaging only.

To learn about the available reports on each tab, see Analyzing agent state and activity.