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Connector Improvement: Zendesk Agent Availability API Support

Completed
Harry Neame User

At the moment our business has a real need for Zendesk agent level reporting. We need to know when agents are signed in, how long they are spending resolving tickets etc. This seems to be an oversight to not currently support as it is a very integral part of Zendesk reporting and we need the ability to see this in our internal dashboards.
The documentation is under: Agent Availability API:
https://developer.zendesk.com/api-reference/agent-availability/agent-availability-api/introduction/

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Comments

6 comments

Date Votes
  • Official comment
    Sadie Martin Fivetranner
    • Edited

    Hi all,

    I'm pleased to report that we are in the process of rolling out this feature. You should see the new data in the next week. 

    Best,

    Sadie

  • Sadie Martin Fivetranner
    • Edited

    Hi Harry,

    Thanks for submitting this feature request. I can see how this data would be useful and I've added this to our backlog. In order to help us plan and prioritize, could you provide a bit more information on the types of analytical questions you hope to answer with this data? You mentioned:

    • How much time does an agent spend resolving tickets?
    • How much time does an agent spend signed in?

    Are there other important use cases for you?

    Additional context from others interested in this feature is also very welcome and helps make the case to build this.

    Best,

    Sadie

  • Elisha Sand User

    Hey Sadie, Thanks for looking into this request. 
    We at Melio would also love to have this dataset available.

    We would need it for various uses, including:

    To quickly identify and correct work avoidance on live channels: These metrics, time spent away or invisible, are important for to us to understand how our teams behaviors impact the business and the customer experience. Knowing this information equips managers with the necessary data to be able to coach their team members.

    To better staff agents by identifying under and over performers: When some team members spend time in away while scheduled to be live in chat it directly impacts the system ability to serve them new waiting chats, ultimately putting a strain on the operation and the experience of their peers.

    We would really appreciate if your help making this dataset available. 

    Thanks!

    Elisha,

    Data Engineer @ Melio. 

     
  • Sadie Martin Fivetranner

    Hi Harry, Elisha, and others interested in agent availability,

    We're currently evaluating adding agent availability data to our Zendesk connector. The Agent Availability API linked returns the current status of agents, which means it wouldn't work for giving you the data needed to calculate metrics like time spent away. Therefore, we are looking into webhook events for agent availability.

    Webhooks will not allow us to sync historical data about agent availability, so initially, you will not be able to look back in time. Is this a concern for you? If we add this data to the Zendesk connecter, you will of course be able to build up a picture of agent availability from that time forward.

    Best,

    Sadie

  • Elisha Sand User

    Hey Sadie, 

    That would work for us! thank you for working on this, we are eager to seeing this come to life. 

     
  • Elisha Sand User

    Hey Sadie, Thank you for driving this! 

    Where can we find this data? What is the dataset called?