Why does my agent status reporting provide multiple states at the same time for each agent?

Question

In Explore, I noticed that my agents show more than one state for the same timestamp. How is that possible?

Answer

This is expected behavior and is due to the use of unified agent statuses. Use the Unified value when looking at the Channel attribute.

Note: With omnichannel routing, use the Zendesk Omnichannel: Agent state dashboard to understand how your agents are spending their time.

For more information, see these articles:

• About unified agent status
• Metrics and attributes for agent state