Interacting with dashboards

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12 Comments

  • Mary Paez
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    Hi Explore team,

     
    I noted my suggestions for KB metrics in one of your articles.
     

    A piece that has been missing for a long time is the reporting on KB article metrics:

    1. Draft & Published articles (not only thru Knowledge Capture appl)
    2. Growth of KB 
    3. Article counts
    4. # articles in any phase of a workflow
    5. # articles broken down by Agent (and groups of agents, regional teams)
    6. Participation rate (# tickets closed w articles / # tickets closed)
    7. # article accesses (views of KB articles from Guide portal) - break articles down by author, by most accessed, least accessed

    Also, these reports need to be able to be filtered by Month, quarter, annually.  Should have ways to group teams of Agents by region or product and report on each group

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  • Brett - Community Manager
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    Hey Mary,

    Thanks for sharing your feedback!

    Guide metrics are something our Explore Product Managers are currently looking into so I'll be sure to pass along the data you're looking to capture within Explore.

    Cheers!

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  • Mary Paez
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      Hi Brett,

     

    One important metric that we calculate is the Link rate for each support agent by month.  The industry standard link rate (for KCS) is 65 - 85%.  So, we like agents to see their monthly results on a dashboard.  

    # of tickets closed with KB article links / # of tickets closed   

    Right now, they way ZD organizes datasets, we cannot get this calculation to work.  Is this something that will be available to us at some point?

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  • Brett - Community Manager
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    Hey Mary,

    I don't have any information on what metrics will be available at some point, unfortunately. Only that our Product Managers are currently looking into make this sort of data available. I'll let them know this is something you're interested in :)

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  • Elijah Smith
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    Hey team,

    I tried searching google for an answer but couldn't find anything on filter help.  I have multiple markets where I report on ticket tags.  I want to be able to show a query for the french canadian market for all tickets that have "language_fr and jobcountry_ca" tag.  But according to the query when i click both it is combining the results as tickets that have either tag.  How can I filter the results to have both filters applied to one ticket.  Thanks
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  • Jessica Blake
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    Hi Elijah,

    It is not possible to filter for multiple tags in queries. Using 'AND' in your custom metrics to search for tickets with multiple tags is also not compatible with the current data schema. The most robust solution would be to create two separate metrics, one for each tag, then use a filter to only return tickets that have a value on both metrics.

    First create one custom metric for each tag, per the instructions in the article Reporting with tags. Then add them to your query.

    Under Result manipulation>Metric filter tick Remove blank values under both metrics. Then you can hide one of the columns so you have only one column of results under Chart configuration>Columns.

    The end result would look something like this:

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  • Ahaan Karha
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    Hi, 

    Is it possible to permanently filter data attributes? For example, the data filter allows me to exclude certain ticket groups. However, there is a certain ticket group that my team would never want to see and want to have that permanently excluded. Is there any way to do that? 

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  • Delores Cooper
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    Hi Ahaan!

    You could create a set to accomplish this! Check it out here: https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets#topic_fsd_gw1_fv

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  • Akumar
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    Is it possible to hide the metrics from the dashboard in explore.

    I created a dashboard using two metrics count of tickets and unsolved tickets(count).

    These are showing up as columns on the ZD explore dashboard.

    Is there any way to hide them or make them invisible.

     

     

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  • Devan - Community Manager
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    Hello Akumar,

    Would you mind sharing with me a bit more information on what you did and what you are looking to accomplished? Screenshots of your current dashboard and how you would prefer to have them set up would be beneficial. 

    Best regards. 

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  • Akumar
    Comment actions Permalink

    Sure,

    I created this for a dashboard in ZD and everything else works well, its just that these metrics are shown and I wish to make them invisible on the dashboard.

     

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  • Brett - Community Manager
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    Hey Akumar,

    You should be able to edit chart configuration when viewing the dashboard as mentioned here: Working with Tables

    After you've selected the columns option, you can choose whether that each column is visible or not.

    Let me know if you run into any issues locating this option.

    Cheers!

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