As your team grows you’ll want to monitor your agents’ activity to ensure your business is adequately staffed and customers don’t have to wait too long to get support. Using Zendesk Chat Analytics you can track your overall chat and agent performance, including the activity of individual members of your team.
Previously, reporting was limited to only capture your agents’ logged in times, plus their chat serving times. There were no metrics that showed what an agent was doing in between the chats they were serving.
Starting today, we’re excited to announce an update to agent reporting that provides you better visibility into the individual status changes of each agent. With this update you’ll be able to see the following agent statuses in analytics:
*Only available in the exportable CSV file
This update to Agent Reports is included in Chat Advanced, Professional and above.
Improve Agent Efficiency
The addition of agent status analytics will enable you to make smarter workforce management decisions.
- Optimize staffing: Add or remove agents based on chat volume and number of agents online and serving.
- Multi-channel support: Track agents who are supporting multiple channels and are away/invisible on chat, but active on voice or email
- Agent accountability: Monitor agents whose status is always set to away
- Overall visitor experience: Correlate an increase in missed chats or higher wait times against the number of agents who were actually online (as opposed to simply logged in) to take chats.
Let us know if you have any questions or feedback on the new agent status analytics update and we will get back to you as soon as we can.