| Announced on | Rollout starts |
| September 22, 2022 | September 22, 2022 |
This announcement includes the following topics:
What’s changing?
We’re rolling out a new prebuilt Zendesk Messaging dashboard and corresponding dataset in Explore.
Why is Zendesk making this change?
The new dashboard and dataset give you insights into the customer experience, agent productivity, and health of operations on all messaging channels, including web, mobile, and social messaging channels.
The dataset includes key metrics to measure customer experience with responsiveness, like first reply time, average wait time and resolution, first touch resolution, time to resolution, and more. Supervisors can monitor agent productivity with metrics on messaging tickets handled, tickets resolved, CSAT, and assignment to first response. Workforce managers can look at long-term trends on messaging tickets created/resolved to estimate staffing and identify opportunities to optimize their operations.
You have the flexibility to further slice and dice the data based on groups, customer segments, nature of the issue, channels, etc., or create your own dashboard.
What do I need to do?
The dashboard and dataset are automatically available in your account. You don’t need to take any action to enable them.
To learn more about the new dashboard, see Overview of the Zendesk Messaging dashboard. To dig deeper into the available metrics, see Metrics and attributes for Zendesk messaging.
5 Comments
It's extremely dis-ingenuous to post incorrect dates about when releases happen. You can't have announced this 2 days before the announcement was even posted.
Sorry about the wrong rollout date, CJ Johnson! I've corrected it in the table above.
The data is available from September 20, but the rollout happened on September 22.
Hi there!
It says that:
Note: Data is available only from September 20, 2022 and after.
Does this mean ticket data in the report is only valid from that date onwards? As if I look at historical data (i.e. before that date) it appears to show me valid data?
Perhaps I've not quite understood the wording.
Thanks!
Hi
It’s a really long waited reporting.
Interesting but I see “first reply time in seconds” since April, 2022
Phil and Slava, data is accurate from September 20.
- Prakruti
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