Overview of the Explore real-time dashboard (Early Access Program)

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20 Comments

  • Ana Oliveira
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    Não consigo visualizar. Já está em funcionamento?

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  • Devan - Community Manager
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    Hello Ana,

    This is an EAP feature, so this would not be live in the product yet. If you are using Support, Talk Professional or Enterprise, and Chat Professional or Enterprise, you can sign up for the EAP here.

    Best regards.

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  • Sarah Woods
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    I signed up for the EAP but have not received any details on how to access the EAP Features?

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  • Brett - Community Manager
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    Hey Sarah,

    Many have expressed interest in the EAP so people are gradually getting invited. You'll receive an email notification once you've been added to the list :)

    Thanks!

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  • Sarah Woods
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    Any update reards access as now signed up on 9th Oct but no comms since then to indicate how long the invite would take to come through.

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  • Hege Farsund Solheim
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    A quick note that I just found my invite to this EAP in my junk folder last week, so anyone waiting for an invite should make sure to also check that! 

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  • Tobias Hermanns
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    Same for me, Outlook put it into "Junk"

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  • Al Hopper
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    Early beta looks really promising! My first question at a glance is about the solved ticket counter. What's the interval for that and is there a plan to allow us to modify that? I'd love a way to set that to current day, week to date, or business hours. I know we haven't done 6700 tickets so far this morning ;)

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  • Sudeshna Basu
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    Hello Al,
    Thank you for your feedback and question. 

    For the current version of the dashboard, each of the KPIs (including Solved Tickets) is reflecting the current snapshot at that very moment. So 6717 indicates total number of tickets you have in your organization right now that are in the Solved status (not yet closed or archived).  

    We are aware that it would be valuable to provide an option of a time interval, as you have indicated. So this is something we will consider for the future roadmap. 

    In the meanwhile, you can use the Tickets tab in the Explore Support dashboard that is available out-of-the-box in your dashboard library page and select the filters to choose the appropriate time range. This data is however refreshed every hour.

    More information is available here - https://support.zendesk.com/hc/en-us/articles/360022367893-Overview-of-the-Zendesk-Support-dashboard


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  • Vera Apides
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    It would be helpful if we can select multiple call groups or multiple ticket groups. We typically monitor 2 different call queues at one time. 

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  • Sudeshna Basu
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    Hello Vera Apides,
    Thank you for your suggestion. 

    Yes, we're interested in adding the ability to select multiple values for the filters in the future.

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  • Seth Ganz
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    We would really like more robust information about the agents that are available. With our current third party dashboard we're able to see who's available and all the information about today, like missed and completed.

    We would also love to see who is in a call or chat currently and how long they've been on.

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  • Sudeshna Basu
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    Hello Seth Ganz,
    As we plan future enhancements for our roadmap, we will consider these inputs - thanks for sharing your feedback.

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  • Kristel Diepeveen
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    Hi, 

    I signed up for this but did not hear anything back, can I still get the early access? Would love to try it out. 

     

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  • Nicole - Community Manager
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    Hi Kristel -

    This EAP is still running, however they only add so many users at a time to the EAP. I'll reach out to the product manager in charge of this EAP to check on your status, but it may take a little while to get back to you due to the Christmas holiday.

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  • Dan Hattersley
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    We don't currently use talk or chat, so these areas for us are of no use, I am interested only in Support. I was hoping that the live dashboards would be editable so we could create our own real time dashboards to be able to replace Geckoboard. At the moment, in this fixed state, the real-time dashboard is of no use to us. Are there plans to make the dashboards editable?

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  • Brett - Community Manager
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    Hey Dan,

    No plans at this time, however, I'll be sure to pass this feedback along to the appropriate team so they're aware of this need.

    Cheers!

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  • Paul Ambro
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    What would be ideal is if we could make custom real time dashboards or at least allow our current Explore dashboards to have auto-refresh capability and make it less than an hour. Every 5 minutes or something like that.

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  • Kristel Diepeveen
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    I've signed up months ago, still haven't received confirmation. How do I get into to the early access program? 

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  • Chris Ohman
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    Hello Seth Ganz

    What´s the name of the third party company you use for dashboard?

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