Announcing the Zendesk Explore real-time dashboard EAP

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25 Comments

  • Hemin Desai
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    Hey!

     

    Would this include SLA's on the chat dashboard? This is something we are currently missing from the zopim monitoring dashboard

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  • Sudeshna Basu
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    Hi Hemin, 
    The initial version of the dashboard does not include SLA. However, we're interested in adding this metric in the future.
    - Sudeshna

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  • Krzysztof Klimek
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    Hi 

    A great idea, will it be possible to display this information on TV? Have all 3 dashboards on one big screen.

     

    Thank you
    Krzysztof

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  • Rob Stack
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    Hi Krzysztof,

    Yes! We're also shortly introducing the Explore dashboard sharing EAP which will let you share dashboards to people who don't have a Zendesk account. This will include being able to broadcast the live dashboard to a monitor. For details, see https://support.zendesk.com/hc/en-us/articles/360036743214

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  • Krzysztof Klimek
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    Hi.

    Thank you, great news!

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  • Lateesha Clark
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    Hi Zendesk!

    Excited for this feature.  Our company currently has calls routed to different groups.  Would this be able to show "calls in queue" specific to particular groups? Currently the dashboard only shows calls in queue that come into our general line but does not get granular enough to show what group the calls are waiting for.

    ~Lateesha

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  • Rob Stack
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    Lateesha Clark Thanks for the question. Yes, you can filter the reports in the Talk section of the dashboard by call group. See https://support.zendesk.com/hc/en-us/articles/360034193233

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  • Lateesha Clark
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    Hi Rob,

    Fantastic! Thank you for the quick response.

    ~Lateesha

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  • Michael Crimmings
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    Can you filter real-time metrics at the agent level? In other words, can you filter to see how many tickets the agent solved/touched specific hour? 

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  • Joanna W
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    Hi Team, 

    Will this feature be available also for those on professional plan? 

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  • Brett - Community Manager
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    Hey Joanna,

    If you're on Explore Professional then you should have access to this feature.

    Cheers!

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  • Violeta Micu
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    Hello Brett - Community Manager,

    Do you know when we will be able to start testing this new feature? Is there a fixed date for it?

    Thanks,

    Vio

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  • Brett - Community Manager
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    Hey Violeta,

    Just to confirm, did you sign up for the EAP using the form located here?

    Invites are gradually being sent out to users who have signed up so there's no fixed date on when this will be activated across all accounts.

    Let me know if you have any other questions!

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  • Violeta Micu
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    Hi Brett yes i signed up already. Thanks

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  • Celso Rodrigo
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    Hi yes I too have signed up for the EAP but have not received any details on how to access the EAP?
    PLEASE!!!! sir/madam can I get some!!!

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  • Brett - Community Manager
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    Hey Celso,

    Thanks for sharing your interest in the EAP! I don't have an ETA of when you'll be accepted to the program but I can confirm that the Explore team will follow-up with you via email if you've been added.

    Cheers!

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  • Sudeshna Basu
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    Hi Michael Crimmings

    Thanks for your feedback. 

    For the current version of the dashboard, the metrics can only be filtered at the group level.
    We are aware that it would be valuable to provide an option at an agent level, as you have indicated. So this is something we will consider for the future roadmap.

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  • Ashlie Dispenza
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    Hello!  I applied in the hopes that this is still available.  If so, can someone take a look and see if we're able to gain access?  Thanks!

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  • Brett - Community Manager
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    Hey Ashlie,

    Thanks for sharing your interest in the EAP. I'll poke the appropriate team and inform them that you've applied.

    Cheers!

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  • Reshma Patel
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    Hi,

    I signed up for this back in October and am still awaiting access.  Is there anything you can do to expedite or get the status of this?

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  • Chad Ferguson
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    Hi Reshma,

    Chad from the Premier team here!

    We saw your request to be added to the real-time dashboard EAP and I just wanted to let you know that I have reached out to the team in charge of this to request for you to be added and will let you know what we hear back as soon as possible. I will reach out to you in a ticket with further updates.

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  • Conza
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    Hi team,

    Same deal. Still waiting. Months and months. 

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  • Lateesha Clark
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    Hi Chad/Brett,

    I've also been waiting a few months on the status of this EAP. I've pinged about 3-4 different people from Zendesk but never get provided any update.  Any information you could share would be great.

    Thanks!

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  • John Costello
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    Hi all,

    Thanks for your keen interest in the Real-time EAP. As you may or may not know we paused the rolling out of new Accounts to the EAP at the end of Jan this year. 

    Since then we have been busy making changes behind the scenes and we plan to resume the rollout of new accounts in March (exact date to be announced).

    As this was a new product for Explore we had in the early phase of the EAP been slowly rolling out accounts. In March we plan to significantly increase the number of accounts and thereafter accelerate the number of accounts we take in.  

    Thanks for you patience and interest in Real-time Dashboards - we are very excited about it too. 

    Regards

    John 

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  • Lateesha Clark
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    Hi John,

     

    Thanks for the insight and quick response to my question. Hopefully, we will be one of the chosen accounts.

     

    ~Lateesha

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