Last quarter, we launched Zendesk Explore Enterprise to help service leaders respond in a rapidly changing world. Since then, we’ve heard from our customers how valuable real-time analytics and enhanced team collaboration capabilities are to help build an agile support team and make decisions about staffing in-the-moment.
Our vision is to make it easier than ever before for service leaders to identify and act on trends in their data. We’re empowering service managers to see real-time data trends across all channels, drill-in to find the underlying root causes, then take action and reassign agents where they’re needed, all from within Zendesk.
Get alerted when teams are under a heavy load
Our next milestone towards our vision is the launch of threshold alerts. We’ve developed threshold alerts to help you prioritize taking action on what’s most important to your business. Now, service managers can Identify when teams are under a heavy load or when SLAs are breached with chart colors that update based on custom thresholds. These thresholds can be set based on your most important business priorities so you know at-a-glance when something needs attention and take action immediately.
What’s coming next
We get it--when jumping from back-to-back meetings or dealing with the latest fire, it might not be possible to check in on your dashboards as much as you’d like. In the next phase, we’ll be delivering alert notifications to let you know when things aren’t going as planned. We’ll also be releasing the ability to set multiple threshold criteria for your more complex alerting scenarios. That way, you can continue focusing on what you do best without worrying about missing a thing.
Stay tuned for our What’s New quarterly event to learn more about all the exciting new updates we’re bringing to Explore in the coming year.
Interested in trialing Explore Enterprise? Contact us here.