The holiday season may be fast approaching, but the Explore product team is still hard at work building some end-of-the-year treats for our customers. Here’s an overview of what we’ve rolled out this quarter and what’s coming for the rest of the year:
Real-time dashboard Early Access Program (EAP)
The Zendesk Explore real-time dashboard surfaces key operational metrics across Support, Talk and Chat in a single, unified dashboard. The data automatically refreshes in near-real time, meaning support leaders always have access to their latest metrics when making mission-critical decisions about staffing, channel allocation, and more.
The EAP is open to all customers with an active Explore Professional or Legacy subscription. To learn more about the features included in the dashboard, or to sign up for the EAP, check out this article.
Following recent schema updates (see announcement) to Zendesk Explore, we’ve introduced additional improvements that will help Explore admins and editors better understand what datasets to use when creating queries.
There are two updates to the dataset library. First, a dataset status icon (default vs. out of date) to help you better understand the differences between your datasets in Explore and second, the replacement of the “last refreshed” field on datasets with “creation date.”
We’ve also updated the process of creating custom queries. We’ve introduced a guided approach to selecting which dataset customers use to create a query, making it easier to select the right dataset to analyze.
You can learn more about these updates here.
Sharing outside Zendesk EAP
In November, we’ll be launching an Early Access Program that will allow customers to create public or password-protected links to dashboards and share them with anyone, including people that don’t have access to Zendesk.
This EAP will include several security features to keep the shared data secure: interactivity options are disabled when accessing dashboards via these links and IP restrictions configured in Zendesk will automatically be enforced.
The EAP is open to all customers with an active Explore Professional or Legacy subscription. To learn more about sharing outside Zendesk, or to sign up for the EAP, check out this article.
Custom Roles and Light Agent Access EAP
Around the same time, we’ll be launching an Early Access Program that will update Explore permission options for Support Enterprise customers and customers with the Collaboration add-on.
For Support Enterprise customers, admins will be able to change Explore permissions in-bulk, right from the Support Admin Center. Permissions will be set using custom roles rather than for each individual agent.
For customers with the Collaboration add-on, admins will be able to share view-only dashboards with Light Agents.
The EAP is open to Support Enterprise customers and customers with the Collaboration add-on. To learn more about these permissions updates, or to sign up for the EAP, check out this article.