AgentTimeline

3 Comments

  • Greg - Community Manager
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    Hi Brian! If I'm understanding this correctly, the issue that you're seeing is that you have agent IDs that show up in your historical incremental exports, but are not showing up on your current list of Chat agents?

    If that's the case, there are a couple of reasons that this could be happening, off the top of my head:

    • Agent role changes so that they are no longer chat agents
    • Agents being removed

    If I misunderstood the issue, just let me know a bit more about what's going on and we'll get this sorted out for you!

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  • Brian
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    Hi Greg

    Thanks for your reply. It must be that the agents have been removed then since the account on Zendesk has been open from 2018 and people changed.

    Just one last question, If I download a list of agents from the chats API, and another one from the Support API using the below, should I still get the same agent_id for the same person? I'm hoping yes. Our agents both do chats and tickets.

    https://developer.zendesk.com/rest_api/docs/chat/agents#list-agents

    https://developer.zendesk.com/rest_api/docs/support/users ("agent", or "admin")

     

    Regards

    Brian

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  • Greg - Community Manager
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    Glad that helped! 

    Regarding your other question, since you mentioned that your instance was created in 2018, the answer is yes, they will be the same. You can check for the agent's role_type to confirm whether or not they are also chat agents. There is also an object for chat_only, which is for legacy accounts created prior to your instance, so you can ignore that value as it will not apply.

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