Can I create a report to identify agents who haven't signed in for a while?

Question

Can I use Explore to find out the last time agents signed in and to identify agents that have been inactive for a while? Can I create a report that shows the login details of my agents?

I want to keep track of inactive agents to make sure I'm not paying for agent seats taken up by inactive accounts.

Answer

To report on when an agent last signed in to Zendesk, you can use the metric Time since user login in the Tickets dataset. Make sure to add a filter for the Assignee role to exclude end-users from your report. Learn other ways to generate a list of the last time users signed in, in this article: How do I generate a user's last login date list?

To group the sign-in dates into bracketed time frames, create a Date range calculated metric for each bracketed time frame. For example, create one Date range calculated metric based on the original metric Time since user login for between 0 days ago and 30 days ago, another for between 31 days ago and 60 days ago, and a third for between 61 days ago and 90 days ago.

For more information, see the article: How do I report on user data in Explore?