Why is the per-channel agent status time different than the unified agent status time? – Zendesk

Question

I’ve turned on omnichannel routing and configured custom agent statuses. When I view the Omnichannel: Unified and custom agent state prebuilt dashboard, the duration of time that an agent spent in a per-channel status is different than the duration of time they spent in the corresponding unified agent status. Why are these durations different?

In the example screenshot above, you can see that the time spent in the Away status for messaging is 1:34:44, while the time spent in the Away unified agent status is only 0:51:53.

Answer

The duration of time an agent spends in a per-channel status equals the duration of time they spend in the corresponding unified status plus any custom statuses that are mapped to that per-channel status.

To see this in action, consider the following example scenario:

The messaging channel has a per-channel status of Away.
The corresponding unified agent status is also called Away.
You’ve created a custom agent status called On Break, which you’ve mapped to the Away status for the messaging channel.

In this scenario:

Time spent in the Away status for messaging

Time spent in the Away unified status

Time spent in the On Break custom status

When viewing the Omnichannel: Unified and custom agent state prebuilt dashboard, this scenario might look something like the following:

In the example screenshot above, you can see that the time spent in the Away status in the Messaging channel is still 1:34:44. But now, the time spent in the Unified channel also adds up to 1:34:44 because the report is filtered on both the Away unified agent status (unified away, in the report) as well as the On Break custom agent status.

Note: With omnichannel routing, use the TyrellCorp Omnichannel: Agent state dashboard to understand how your agents are spending their time over time. If you created custom omnichannel queues, you can also create a dashboard that shows live data on how work is being routed.

For more information, see these articles: