There’s a lot in store for Explore this year, and this quarter is no exception. The Explore product team has been hard at work building many new features to help you take advantage of your customer analytics to build better experiences. We’re excited to announce several updates that will enable you to get deeper customer insights and create a data-driven culture.
Give analysts powerful customizations
Tag reporting enhancements (Early Access)
We’ve introduced an early access program for an improved tag reporting experience. In this EAP, you can now use the INCLUDES analytics function in calculated metrics and attributes to easily report on tags for tickets, articles, calls, and more.
To learn more or to sign up for early access, check out this article.
Query management improvements
There are a number of new improvements to the query management experience:
- Reuse existing queries: Add existing queries to new dashboards, save as a new query, or export.
- Query usage log: See where your queries are being used and easily understand the extent and impact of any changes you make
- Column sort dropdown: Minor change to the interface to sort your queries by dataset, visualization type, and more.
- Query organization: Find what you’re looking for faster with new query organization categories like “Recently updated”.
- Add multiple queries at once: Easily create new dashboards by adding multiple queries at once.
These updates will be coming later in March so stay tuned on our announcements page to learn more.
New improvements across all datasets have been released to help simplify the Explore user experience. This includes new Guide Answer Bot and Knowledge Capture metrics, updates to ID attributes, and new visual data schemas. See the announcement article here for the detailed list of updates.
Give your team an all-access pass to data they need
Custom roles, an update to permissioning, is now generally available for customers on Support Enterprise. This update enables Zendesk admins to update Explore permissions in-bulk from the Support Admin center. Permissions are set using custom roles rather than at the individual agent level. Learn more about this update here.
Customers on Support Enterprise with the Collaboration add-on can keep their entire team in the loop by sharing view-only dashboards with light agents. Learn more about this update here.
Help CX leaders create a data-driven culture
Scheduled dashboards to individuals
Tailor your scheduled dashboards to go out to groups or individual agents through the “Schedule” button on the dashboard. Read more about scheduled dashboards here.
External link sharing (Early Access)
Securely share dashboards to partners or stakeholders using public or password-protected URLs. Sign up for Early Access here.
Provide seamless customer analytics
Consolidated group attribute
Later in March, we’re releasing an update so you can report on Chat agents in Explore with a new consolidated Group attribute.
These features are available for customers on our Explore Professional and Legacy plans unless otherwise specified. For features in Early Access, visit the announcement articles listed above. To upgrade or try some of these features for yourself, contact us here!