Adding live data and live filter widgets to dashboards

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16 Comments

  • Sydney Neubauer

    Hey Zendesk,

    There is no mention on how you can restrict the filters so that the information does not need to load every time. Is this an option? Or do you need to set the filter every time it loads even after cloning it?

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  • Hannah Meier
    Zendesk Customer Care

    Hello @...,

    You can do this by adding a pinned bookmark to your dashboard. Bookmarks interact with both live and not-live dashboard filters. For more information on using bookmarks with live dashboards, please see this article:

     

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  • Sydney Neubauer

    Hey Hannah,

    Thanks for that documentation. Turns out there is an issue where the bookmarks aren't kept per tab. I have logged a ticket with Zendesk regarding this

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  • 이지훈

    hi @Hannah Meier
    I'm on the explore Legacy plan.
    Can I use the live data and live filter?
    I can't find the menu.

     

     
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  • Aubree
    Zendesk Customer Care

    Hi Jihoon,

    Thanks for reaching out! Apparently, Live Data and Live Filter are only available to Explore Enterprise and Suite Enterprise and Enterprise Plus plans: Adding live data and live filter widgets to dashboards 

    Your Explore Legacy plan is identical in functionality to Explore Professional. If you wish to have this feature in your account, then you may need to upgrade your Explore plan to Enterprise.


    Kind regards,

    Aubree Mia | Customer Advocate

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  • 이지훈

    Thanks Aubree!
    I am going to upgrade.

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  • Casey

    Hi Zendesk - Trying to add live data to a custom Explore dashboard (Professional), but not seeing the option. Any ideas? Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Casey Keefe, you'll need Explore Enterprise to use live dashboards. Hope this helps!

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  • Casey

    It certainly does - thanks for the quick reply, Rob!

    Guess I was confused since "Professional" is listed on this page: https://support.zendesk.com/hc/en-us/articles/360022185054-Adding-and-arranging-dashboard-widgets

    Suggest maybe adding a note on that page that "Live Data" requires Enterprise or higher.

    Thanks again!


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  • Michael Rieder

    I am missing the feature to filter live data by team (not group) organisation and agent.

    Are there any plans to add such live data in the future?

    For example agents would like to see which team (organisation) and agents are online in talk.

    Furthermore it could be very useful to make visible who is at work if you consider a decentralized organisation and homeoffice oppurtunities.

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  • Elaine
    Zendesk Customer Care

    Hi Michael,

    Right now, you can check the section Live data filter widgets to see the available live data filters for each dataset there currently is.

    If you feel this would be a useful product feature for an upcoming update to Zendesk, I highly recommend creating a new post in our Zendesk Explore Product Feedback forum.

    Hope this helps! Cheers!

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  • Stephany V

    Few questions for the new Live Data dashboard

    • Is it not possible to filter more than one at a time?
    • Will there be a tracker for previous 24 hours?
    • Is there an option to remove unrequired queues?
    • Will there be an option to show agent on call details with a timer? 
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  • Elaine
    Zendesk Customer Care

    Hi Dougie,

    Here are the answers to your questions:

    • Is it not possible to filter more than one at a time?
      - Yes, right now only one of the filters can be used at a time for each live data

    • Will there be a tracker for the previous 24 hours?
      - The previous 24 hours data already exist in the historic data in Explore. You can also find them within the pre-built dashboards already setup in Explore

    • Is there an option to remove unrequired queues?
      - The pre-built live dashboard behaves like any other Explore dashboard in that you cannot make changes to it but you can share itschedule it, or clone it to make your own customized live dashboard. Feel free to check the Overview of the Explore live dashboard article for more information on this.

    • Will there be an option to show agent on-call details with a timer?
      - There is currently no agent-specific data available in the Explore live dashboard apart from the total number of agents available to take a call. For agent activity, you can check the Live calls dashboard available within Talk.

    Hope that helps! Stay safe! :)

    -1
  • Lila Kingsley

    Live data is great, thank you so much for doing this!  I have a few questions about customizing, and, about future changes planned for Talk live data widgets/filters specifically.  

    1.  Is Live Data still in Beta?  There's a Beta status tag on the Live data dashboard,  but it's not listed as an active Explore beta.  

    2. Can you show data for >1 Talk - Call group on a dashboard?  We have 5 inbound queues/lines which in our implementation = 5 specific groups.  This doesn't seem possible as when I add a 2nd group filter it is not selectable.  

    3.  Can you set the Talk - Call group filter to a specific call group instead of it being a drop down?  From my poking around, it doesn't seem possible.  Since I was not able to add >1 group I next thought I could create 1 dashboard per queue/group.  A selected group sticks when I view my edits, but, when I go to the dashboard the preselected group is gone.  

    4. Are there plans to allow filtering by Talk Line + Talk - Call Group?  It would be most useful to be able to show the queued and ongoing calls by line and the agent status for the groups set up to answer them (for those of us that use group routing).  Also the Talk - Call Group drop down lists ALL support groups--we only use 5 in Talk so it would be nice to limit it to just those.

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  • Lauren Benkov

    This doesn't seem to work for Sunshine Conversations. I set up a dash with all of the messaging widgets and none of our data comes through. We use SunCo to do Apple Business Chat. Are there plans to support this?

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  • Dane
    Zendesk Engineering
    Hi Lilia,

    Live Data is still being improved that's the reason it still has the Beta tag on the Dashboard.
     
    When it comes to Group selections, you can only select one and the selection is limited to a drop-down.
     
    This feature really has a lot of improvements that needs to be made. Every time that our users have recommendations it's better to post their use case to our Feedback on Explore topic? We have a template users can copy and use in their post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
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