New: Zendesk Agent Status metrics | Geckoboard

Product update

January 29, 2024

New!

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:

Current agent status (online, offline, away, in transfer…)
Agents’ status broken out by channel
Total work items owned by each agent
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.