Live data widgets for Explore dashboards

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12 Comments

  • Serena Galvez

    How do I multi select groups or brands on the live data filter?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Serena Galvez, it's not currently possible to select multiple groups or brands on a live data filter. It's and excellent request though and I'd encourage you to add it to our Explore feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913 Thanks!

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  • Jordan Brown

    When will average wait time in the queue for messaging be available as a reporting metric that isn't live? This is a standard metric and should be available already.

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  • Rylan R

    Hi,

    The live metrics was a great thought, and we've been waiting for it for so long, but the metrics seem limited. I only get a count of tickets, but that does not give me any insight.

    For example, I would know the count of all the new tickets in the queue, but that does not really help me. I would want to break this down further to know from which Ticket Form these new tickets come in.

    I can do this on an Explore report, but that's not real-time, and it has a 1.5 to 2 hours delay. So it's difficult for us to get real-time insights and take real-time decisions.

    Can we look at a feature request to expand the capabilities of live data to give more real-time tracking?

    Regards,

    Rylan.

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  • Sugeng Widhiyanto

    Hi, i also have the some opinion like Rylan said, zendesk please more faster to update this limitation, to real time data,. 
    thanks
    Regards
    Sugeng

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  • William Grote

    Can anyone suggest a solution for the following reporting request.

    (We use Messaging with the new Agent Workspace and are on  Enterprise Suite) -

    I have been asked to create chat/messaging reports showing both the times during the day and week that our 10 or so chat agents are available and monitoring chat as well as the times that they are not, so we can be aware of our coverage gaps and see who is following the schedule - I cant figure out how to do this in Explore.

    Any tips appreciated,

    Thanks

     

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ms Presley, you've contacted Zendesk. We make customer service software and can't help with this request. However, if you visit pulsz.com you'll find customer service numbers at the bottom of the main page. I hope this helps and thanks!

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  • Gab Guinto
    Zendesk Customer Care
    Hi William,
     
    I'm afraid the historical data on time spent online/logged in and statuses of agents are not yet available as metrics, so it's currently not possible to create those reports in Explore. But, the team is currently working on making these datapoints available soon. You can check this post from one of our Product managers for more information.
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  • William Grote

    Gab Guinto

     

    Thanks for the info - I have a tolerable work around, I can still go to Chat analytics from the Legacy Chat UI, and pick agent data, leaderboard, and if I do the reports on a day by day basis, it will show me who was on-line by the hour, obviously, having to take screen shots of the data for each day to create a report is not ideal, but it gets me something, I really hope that the feature will be considered for Explore in the future

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  • Gayla J. Rowley

    I want to email a dashboard at the end of each day with "today" as the date filter so no one has to change the dates as when I email it currently it reflects the last rolling month.  

     

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  • Gayla J. Rowley

    We have enterprise and it is for Support reporting.

     

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  • Gabriel
    Zendesk Customer Care
    Hi Gayla!

    I hope all is well!
     
    The time filters in a Dashboard are used for your viewing only, they usually default to 30 days in the past until today. The time filter selection there will not be "saved" in such a way that the next time you open it the time filters from before are still applied, the same for dashboard delivery. 
     
    You can establish the workflow you wished upon using the Dashboard Bookmark. You will want to create a bookmark of the filters you want and then pin the bookmark. Then your scheduled dashboards will use the pinned filters. You can learn more about the process of Taking dashboard filters and bookmarks to the next level (https://support.zendesk.com/hc/en-us/articles/360037527374-Explore-recipe-Taking-dashboard-filters-and-bookmarks-to-the-next-level).
     
    I hope this helps!!
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