Overview of the omnichannel agent productivity and queues dashboard


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.


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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 Zendesk Omnichannel: Agent productivity
and queues.




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.

Performance ranking tab: Ranks your agents performance by first reply
time, average response time, and average handle time.

State details tab: Contains 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.

Queues tab: Information about your queues including how many tickets
entered and exited, and your queue volume over time.

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


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