This article contains resources for setting up and using Zendesk analytics.

The resources for reporting and analytics can be found in the following sections:

  • Getting started
  • Analytics basics
  • Setting up reporting and analytics
  • Viewing and using dashboards
  • Creating dashboards
  • Publishing and sharing dashboards
  • Viewing and using real-time monitoring dashboards
  • Building reports
  • Customizing reports
  • Writing formulas
  • Performing calculations
  • Explore recipes

Getting started

  • Welcome to Explore for reporting and analytics
  • Explore quick start guide
  • Getting started with reporting for employee service
  • Getting started with Zendesk Explore for reporting and analytics
  • Getting started with Zendesk Explore: Hands-on tutorial
  • Evaluating reporting and analytics in your Zendesk Suite trial

Analytics basics

  • Resources for reporting and analytics (this article)
  • About the Zendesk Explore plan types
  • Navigating the Explore interface
  • Data refresh intervals for analytics
  • Explore FAQ: Understanding Explore Enterprise
  • Reporting glossary
  • Explore product limits

Setting up reporting and analytics

  • Activating Explore and giving yourself access
  • Giving users access to Explore
  • Setting Explore dataset permissions
  • Setting default chart colors and export settings
  • Setting the start of the week for reports and filters
  • Browsers supported by Explore
  • Allowing network IP addresses for Explore
  • HIPAA considerations when using Zendesk Explore
  • Privacy and data protection law resources for Explore

Viewing and using dashboards

  • Understanding dashboards
  • Analyzing quick answers results
  • Analyzing your Copilot activity
  • Overview of the Zendesk Copilot: Agent productivity dashboard
  • Analyzing agent productivity
  • Overview of the Intelligent triage dashboard
  • Viewing Explore dashboard information and activity
  • Overview of the Zendesk Support dashboard
  • Overview of the Zendesk Knowledge dashboard
  • Overview of the Zendesk Voice dashboard
  • Overview of the Zendesk Chat dashboard
  • Overview of the Zendesk Messaging dashboard
  • Overview of the Zendesk AI agents dashboard
  • Overview of the Explore live dashboard
  • Overview of the Explore live performance data by channel dashboard
  • Overview of the omnichannel routing queues live monitoring dashboard
  • Overview of the omnichannel agent state and activity dashboard
  • Viewing dashboards
  • Interacting with dashboards
  • Seeing live agent status and activities
  • Seeing live agent status with Explore: Use cases
  • Exporting dashboard tabs and reports
  • Exporting datasets from Explore
  • Understanding discrepancies between the Voice live calls dashboard and the Explore live dashboard
  • Understanding discrepancies between Knowledge and Google Analytics data in Explore
  • Understanding discrepancies between Explore reports and exports

Creating dashboards

  • About the legacy Explore dashboard builder
  • Migrating legacy Explore dashboards to the new dashboard builder
  • Best practices for migrating to the new Explore dashboard builder
  • Comparing features available in the dashboard builder
  • Creating dashboards
  • Adding reports to dashboards
  • Adding and arranging dashboard components
  • Adding interactive dashboard components
  • Best practices for using dashboard filters
  • Customizing dashboards
  • Cloning dashboards
  • Working with dashboard tabs
  • Adding alert thresholds to Explore live data components
  • Adding live data and live filter components to dashboards
  • Live data components for Explore dashboards
  • Live data limits for Explore dashboards

Publishing and sharing dashboards

  • Bookmarking dashboard states with filtered views
  • Configuring Explore dashboard sharing permissions
  • Sharing and publishing dashboards
  • Sharing Explore dashboards outside Zendesk
  • Scheduling dashboard deliveries
  • Scheduling dashboard deliveries with end users
  • Turning off Explore dashboard and report interactivity
  • Dynamically adapting dashboard data based on viewer

Viewing and using real-time monitoring dashboards

  • About real-time monitoring dashboards
  • Accessing the real-time monitoring dashboards
  • Using the incoming tickets real-time dashboard
  • Using the ticket progress real-time dashboard
  • Using the agent productivity real-time dashboard
  • Sharing real-time monitoring dashboards
  • Understanding real-time dashboard limitations

Building reports

  • Understanding datasets
  • Understanding reports
  • Working with datasets
  • Creating AI-powered quick reports using natural language
  • Metrics and attributes for omnichannel engagements
  • Metrics and attributes for omnichannel routing queues
  • Analyzing omnichannel routing queues
  • About native Chat time duration metrics
  • About native Call time duration metrics
  • Using SQL to filter reports
  • Metrics and attributes for Zendesk Support
  • Metrics and attributes for Zendesk Knowledge
  • Metrics and attributes for live chat
  • Metrics and attributes for Zendesk messaging
  • Metrics and attributes for Zendesk Answer Bot
  • Metrics and attributes for Zendesk Voice
  • Metrics and attributes for agent state, activity, and productivity
  • Metrics and attributes for Zendesk AI
  • Working with the report builder (Beta)
  • Creating reports
  • Using metrics and attributes in reports
  • Working with reports
  • Interacting with reports
  • Cloning a report
  • Reporting on user and organization data with Explore
  • Analyzing agent ticket touches with Explore
  • Reporting with tags
  • Reporting with custom fields
  • Understanding ticket channels in Explore
  • About native Support time duration metrics
  • Using average or median aggregators
  • Editing dates and date ranges
  • Choosing metric aggregators
  • Setting a metric's default and visible aggregators

Customizing reports

  • Editing reports
  • Customizing reports
  • Customizing your chart types and options
  • Editing metrics and attributes
  • Filtering a report
  • Changing the format of results
  • Sorting results
  • Working with tables
  • Working with datatips
  • Using drill in to refine your reports
  • Using stacked charts to display results
  • Chart types for comparing trends over time
  • Chart types using metrics as axes
  • Chart types for comparing metrics
  • Chart types for comparing categories
  • Chart types for displaying workflow
  • Chart types for comparing values to total results

Writing formulas

  • Formula writing resources
  • Explore functions reference
  • Writing Explore formulas
  • Working with aggregation-level functions
  • Working with earliest and latest date functions
  • Using the IF THEN ELSE function
  • Working with data types in Explore formulas
  • Troubleshooting errors in Explore formulas
  • Adding multiple conditional expressions with SWITCH

Performing calculations

  • Using result manipulations and calculations
  • Creating standard calculated metrics and attributes: Hands-on tutorial
  • Creating standard calculated metrics and attributes
  • Adding date calculated metrics
  • Creating a top/bottom filter
  • Organizing values by groups and sets
  • Using result metric calculations
  • Using result path calculations
  • Using forecasting to predict results
  • Adding totals to results
  • Selecting the metric result range
  • Hiding rows and columns
  • Setting result manipulation order

Explore recipes

  • Explore recipes reference
  • New and trending Explore recipes
  • Explore recipe showcase
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