Zendesk Explore glossary

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8 Comments

  • CJ

    There doesn't appear to be any documentation on what the interactive widget "Time Travel" actually does. What is the purpose of this widget? 

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  • Christine Felicia
    Zendesk Engineering
    Hi CJ, the time travel feature allows viewers to edit the reference date of the dashboard. For example, your dashboard might use today as the current date. You can use the time travel filter to set 'today' as a different date. You can edit dashboard time at the day, month, or year level.
     
    For more information about how to use it, check out the following article: Adding Interactive Dashboard Widgets 
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  • CJ

    Thanks for the explanation, but you should know, the article you linked doesn't mention this feature at all.  What is the difference between a time filter and Time Travel then? 

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  • Christine Felicia
    Zendesk Engineering
    Hi CJ, our Product team confirmed that the Time Travel feature was part of Explore initially and was removed early in the process. I have notified our team and articles mentioning Time Travel will be updated soon to avoid confusion. Thank you for bringing this to our attention.
    -1
  • Lara Cox

    I'm looking for a glossary that defines how ZenDesk calculates it's metrics and what each metric means. For example: The average answer time metric - does this include greeting and time in the IVR or only the time the caller spends in the queue after selecting to be connected to the next available agent?

    I need resources to understand the data for the metrics. 

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  • Alex Zheng
    Zendesk Customer Care
    Hey Lara,
     
    We have documentation on all the default metrics and attributes here which should give you the information you are looking for.
     
    Metrics and attributes for Zendesk Talk
     
    Best regards,
    -1
  • Karyn Close (EXTERNAL)

    It looks like Focus is no longer available. 

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Karyn Close (EXTERNAL), yes that's correct! Focus was removed in summer 2021 as part of the move to drill in functionality, so I've removed its glossary entry from this article.

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