Zendesk Agent Status metrics
We’ve added support for a range of real-time agent status metrics from Zendesk, with a new integration called Zendesk Agent Status.
For Zendesk setups with omnichannel routing rules at their core, this opens up many possibilities for accurately monitoring real-time agent workloads across Support, Talk, Messaging, and in some cases Chat, and agent availability to pick up additional work items.
Some of the metrics now supported include:
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Current agent status (online, offline, away, in transfer…)
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Agents’ status broken out by channel
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Total work items owned by each agent
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Agent capacity, broken out by channel
…and more.
To access these new metrics, select Zendesk Agent Status from our list of data sources whilst logged into Geckoboard, and set up a connection to your Zendesk account.
Note: as this uses a specific API supplied by Zendesk, you’ll need to set this up as a new connection even if you’ve already connected via our Support, Chat, Talk or Sell data sources.