Zendesk Talk is built into the Support Suite, which gives agents access to full customer context—and allows them to handle voice in the same workspace as other channels.
A single place for all your key metrics, it can be viewed and shared with your team via sharing links, a mobile browser, or on a big-screen TV. Explore features a pre-built dashboard displaying your Zendesk Talk data.
How much better would they be able to provide a magical solution—in a fraction of the time? I did some searching and see other customers have a product feedback post going already on the general topic of making talk permissions more adjustable and granular: The latest update from our product team from about a month ago mentions they are currently working on an overhaul of permissions that should help with this. With the Zendesk Talk dashboard, you can view details about current queue activity, account-wide activity for the current day, and individual agent activity. I hope this answer your question :)Will custom activity statuses become available in the near future? Is this expected? Peter Rifkind It seems as though you must be an Admin to actually control that function. Unfortunately the total online time for talk When will custom statuses be available? The role each agent is assigned to determines their permissions.
Is this accurate?
Unfortunately, custom activity statuses are not presently on the Zendesk roadmap of features to be implemented. If you're on the Talk Team plan, see Access to the Talk dashboard is controlled by a custom role setting in Support Enterprise. That way they can take that into account as they consider revisions. All reports in this dashboard use the Zendesk Talk > Calls dataset. This article covers the Talk dashboard. To help your team manage conversations and respond faster, it can be viewed and shared via sharing links, mobile, or on a TV. Implement and adapt with ease. If you wanted to go into specifics of a previous date range then you would want to run a custom report within Insights.
But, I do encourage you both of you to jump in and add some weight to the request. Filter by numbers and agent groups or compare graphs of two metrics to get further insight. Understanding the dashboard reports. is there an app where you can configure your own dashboard?I answered your question on the other thread you had posted to, but I'll share it here as well in case anyone else comes across it: Zendesk doesn't currently offer any official apps to do this. From the list of dashboards, click the Zendesk Talk dashboard. You can edit and customize these pre-built dashboards by cloning them (see To learn about the available reports on each tab, see I am not able to see a "Talk" dashboard in Explore, nor select a dataset for Talk. I see that you also asked about this in another thread.
We would love our team leads and managers to be able to change this setting rather than have a large number of admins on our account. Implement and adapt with ease.
It would be great to track the number of callbacks, agent online time, etc via Insights instead of losing that data after 24 hours.Thanks for the update and clarification here. But imagine customer KPI's in the hands of every single support agent—across your organization. However, we encourage you to post in the This article indicates that having the ability to view the Talk dashboard also gives you the ability to manage an Agent's status, however I'm not seeing that to be the case in our instance. * Contains sample data. Take the fast lane. Can you provide a recipe to create the metric? It is difficult to manage agent productivity with only one status of "away". We'll see about getting an answer for you over there!The question your asking appears to be addressed in the following section from our article on the chat dashboard in Explore:As mentioned in that snippet, feel free to shoot us an email at The metric Total Calls and Inbound calls takes into consideration the abandoned calls in qeue and on-hold? Adding these three statuses would be extremely beneficial!The product team has not committed to implementing custom statuses at this time, so there's no guarantee that they will become available.
Whether you’re just getting started or managing a global support team, Zendesk Talk call center features will support you at every stage. How can I calculate only those ones abandoned in queue?Thanks for reaching out to us! Is it possible to change the agent activity status? That means before they answer a call or respond to a tweet, they have real-time KPI's for that specific customer.
We're having to have too many Admins that preferred so that our higher level agents can manage other Agent's status if needed. With the Zendesk Talk dashboard, you can view details about current queue activity, account-wide activity for the current day, and individual agent activity. Zendesk Talk is built into the Support Suite, which gives agents access to full customer context—and allows them to handle voice in the same workspace as other channels. We all know KPI dashboard software enables analytics like never before. It would be very helpful for our product team to hear about this specific use case as well as the impact it has on your workflows. Filter by numbers and agent groups or compare graphs of two metrics to get further insight.This article covers the Talk dashboard.
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