Understanding your reporting options

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17 Comments

  • Brett Bowser
    Zendesk Community Manager

    Hey Deana,

    It looks like you have a ticket open with our Customer Care team related to this issue. We will continue working with you in that ticket to get this issue resolved.

    Cheers!

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  • Samantha Chen

    Hi there,

    I'm trying to reconcile the data in the Knowledge Base vs. Explore. In the last 30 days, only 35 searches were entered into the web form, and 4 tickets created from that result. I checked the data in an Explore dashboard and in the last 30 days, I have 234 tickets created through the web form. Why is there such a difference in data? Also, how are the search strings determined? Most are just 1-2 words, but I couldn't find information anywhere on how Zendesk is parsing this data to be used. 

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Samantha Chen thanks for the feedback. I'm going to move your question into a ticket so that someone can work directly with you to figure out what's going on. I'll monitor the tickets and make any necessary documentation updates. Thanks!

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  • Sergio Seplovich

    I am trying to activate Explore (moving from Insights) and the article in the link below says "select Explore from the Zendesk Support product tray.". 

    Where is this "Support Product Tray"? I guess this assumes that everyone knows where that tray is located as the article offers no clue where to look for this. 

    Perhaps this is a dumb question but I have looked all over and I cannot find this option to activate "Explore" in my Professional subscription.

    Can someone tell me where I find Explore so I can activate it?

    https://support.zendesk.com/hc/en-us/articles/360002084388-Activating-Zendesk-Explore#topic_o5q_bhm_w2b

     

     

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  • Dave Dyson
    Zendesk Community Manager

    Hi Sergio,

    Not a dumb question at all, and sorry about the confusion! To get to the product tray, click the little icon of 4 squares in the top right of the Zendesk Support interface (it should be to the left of your user profile thumbnail picture or placeholder thumbnail). The pop-up menu that appears with a list of Zendesk products is what we call the "product tray". For more information, see Switching among Zendesk products

    I'll see if can do a better job defining it in our documentation, so that it's easier to find. Thanks for the heads-up!

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  • Troy Johnston

    We are on the Team version.  Can see under Reporting a notice that reporting will move to Explore soon.

    1) Please confirm that when this change is made that we will not be losing access to the base reports?  From what I can see Explore is not available to Team version.
    2) How do I control visibility to "Reporting" across the team?  I was looking for this when I noticed the notification.

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  • Gab Guinto
    Zendesk Customer Care
    Hi Troy,
     
    You won't be losing access to reports. When the legacy reporting is upgraded, your account will have Explore Lite and you can access the prebuilt dashboards. All agents will be able to view the dashboards in Explore – with Explore Lite, there is no option to control access of users to reports.
     
    You can read more about this here: Announcing legacy reporting upgrade to Explore
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  • Matt Ek

    Is there a way to have Organization filter added into the Explore Zendesk Guide default dashboard?  Allowing the ability to see this level of data for a specific organization or selected organizations.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Matt Ek, you can't edit the pre-built dashboards. However, if you are using Explore Professional or Enterprise you can clone the pre-built dashboards, then make changes to the cloned version. I hope this helps. Thanks!

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  • Matt Ek

    Thanks Rob, however it's my understanding that if I clone this dashboard I would still not be able to add the field/filter of "organizations".  Is that not a correct understanding, is there a flow or instructions guide that would show how that could be added? 

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  • Rob Stack
    Zendesk Documentation Team

    Hi again Matt Ek, I want to make sure you get the correct information for this so I've opened a ticket so the support team can investigate this further. You should hear from someone soon.

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  • Evelyn

    Hello
    Where can I get the historical data that is displayed in this popup for each agent? I want to go back to the beginning of April that data on a per day basis. 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Evelyn,
     
    At this time, it is not possible to get the historical on agent statuses and online time/availability. But you should be able to report on other call metrics such as missed calls, talk time, etc. if you have access to Zendesk Explore. You can check out this article to see the metrics and attributes available in Explore: Metrics and attributes for Zendesk Talk
    -1
  • Haannie Kazmi

    Hi Zendesk Team,

    I want to automate a Report - specifically the Assignee Activity Report. My team wants to receive this report weekly and without any manual intervention. Can you please help?

    Thanks. 

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Haannie, we have a default support dashboard where you can find your agent activity and it is possible to schedule a weekly report and automatically send it to your team with Explore Professional. :) 

    Please check our relevant docs here:

    https://support.zendesk.com/hc/en-us/articles/4408835846810-Analyzing-your-Support-activity#topic_dpf_ybj_z3b 

    https://support.zendesk.com/hc/en-us/articles/4408843602714-Scheduling-dashboard-deliveries 

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  • Haannie Kazmi

    Hi Audrey,  what if I want to automatically schedule emailing of the report to other users? Then only I would need to get the Explore Professional plan and not the other recipients?

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    HI Haannie! If you want to schedule emailing reports to other users other than your agents, you would need Explore Enterprise plan :) 

    More info here: https://support.zendesk.com/hc/en-us/articles/4408826905626 

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