Analyzing call activity with the Talk Team dashboard

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8 Comments

  • Intis Kalnins
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    Are there any thoughts on creating a pop out version of the dashboard? I have a wall monitor set up which displays our current call centre software dashboard, but we're switching to Zendesk Voice soon and I can't find a nice way to display Zendesk Voice. Even geckoboard doesn't have Zendesk Talk or Chat data available.

    Ideally we could display Ticket, Chat and Voice info on one dashboard.

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  • Nicole - Community Manager
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    Hey Intis, I see that you're getting help with this from one of our Account Executives in a ticket. Let us know if there's anything else we can help with!

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  • Tim Roberts
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    Hi, was there a simple solution to the query about an all in one dashboard?

     

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  • Nicole - Community Manager
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    Hi Tim - 

    There was not. One of our Account Execs reached out to Intis to understand the need better; but they didn't really find a solution. 

    That being said, another Community member recently created a monitor dashboard display using the API; you might want to check out that solution and see if it might help you out. 

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  • Carl McDowell
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    Hi Tim and Intis or anyone finding this thread,

    If you haven't already had this suggested check out Geckoboard, who integrate with zendesk and you can create a dashboard highlighting what you need to display. It also allows you to use them for TV dashboards

    https://www.geckoboard.com/integrations/zendesk-talk/

    "Geckoboard lets you create beautifully simple real-time dashboards from your Zendesk data within minutes. Pick which metrics are important to you, and build the ultimate customer support dashboard to share with team members or management, or even to put up on the wall in your workspace. Geckoboard plays well with a number of other services too, so you can get full visibility on all aspects of your customer service setup in one place."

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  • Jessie Schutz
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    Thanks for jumping in, Carl!

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  • Erika H
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    Hello!  Can anyone provide details about the realtime-reliability of the Talk Dashboard "current queue activity" metrics, specifically how frequently the stats at the top of the screen update?  I understand that the Overview graph and the individual agent metric details only encompass the current 24 hour period but I am concerned that the "current queue activity" might be calculating on the past 24 hours as well (instead of reflecting the activity averages over the last 10-15 min, for example). 

    We launched Talk last week and while the UI seems to work well for our agents generally, our Supervisor team is expressing concern with the lag time on the Dashboard.  It seems to be much slower to update than our previous call monitoring software and it is proving difficult for our Supervisors to manage agent workload with the spotty updates.  Any information would be greatly appreciated!  

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  • Brett - Community Manager
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    Hi Erika,

    I reached out to one of our Talk experts and they informed me that this dashboard should only be used as a reference and is only giving you trends. 

    If you're looking to report on this data your best option would be to pull that information from our Talk API.

    Hope this helps!

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