|Announced on||Rollout starts|
|September 22, 2022||September 22, 2022|
This announcement includes the following topics:
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.