Recently the community had a live Q&A on all things Zendesk Explore! We were joined by experts from the Zendesk Product team who answered as they answer questions submitted by customers. Here is a summary of the questions we address during this event, covering various areas around product feedback and product usability.
Video Recording
Due to technical difficulties, we cannot share a recording of this event. We apologize for any inconvenience this may cause and have resolved this issue moving forward for future community events.
Questions from the Q&A
Q: What are some best practices for using Explore?
A: Our articles on getting started with Zendesk Explore for reporting and analytics have some great information to help you get started. Additionally, the Explore training offerings are a good resource.
Supporting Documentation:
Getting started with Zendesk Explore for reporting and analytics
Explore Admin Training
Q: How can I report better metrics in messaging?
A: A new Messaging tickets dataset was recently released that helps you monitor your agent performance and customer satisfaction across all messaging channels, including web, mobile, and social messaging channels.
Supporting Documentation:
Metrics and attributes for Zendesk messaging
Q: Can we get a dataset with cross-metrics with other datasets?
A: No announcements at the moment, but it is something we are looking forward to introducing in the future.
Q: Can you explain Chat Bot reporting?
A: The specifics depend on what chatbot is used and how it was implemented, but you can start with the Flow Builder dataset and the Flow Builder prebuilt dashboard.
Supporting Documentation:
Metrics and attributes for Zendesk Answer Bot
Analyzing your Flow Builder activity
Q: How do I best report on ticket subjects, setting up tags to dig deeper into technical questions?
A: You can use the "Ticket subject" attribute in the Tickets dataset to create a simple report. You can also follow this recipe to search for specific keywords: Finding tickets with a specific word in the subject.
Supporting Documentation:
Metrics and attributes for Zendesk Answer Bot
Explore recipe: Finding tickets with a specific word in the subject
Q: When will the additional metrics for Messaging be available?
A: The new Historical Dataset is now live. There are Live Messaging metrics available also today. There will be a new Live messaging dataset, including social next year.
Supporting Documentation:
Metrics and attributes for live chat
Q: How can I manage my dashboard for flow builder with other data?
A: We recommend you export the dashboard or report and join it outside Explore.
Supporting Documentation:
Exporting dashboard tabs and reports
Q: How can I manage my dashboard for flow builder with other data?
A: We recommend you export the dashboard or report and join it outside Explore.
Supporting Documentation:
Exporting dashboard tabs and reports
Q: Can you share any tips on how to get started in Explore when you're not familiar with data visualization tools?
A: The new dashboard builder is a great starting point when you are not familiar with reporting tools. It provides templates to guide you on the selection of your initial reports, and components are easier to drag and resize in the dashboard. This is currently available for Enterprise customers only, and we aim to open it to Professional customers in H1 2023.
Supporting Documentation:
Q: Filters don't seem to apply to all built-in reports on a given dashboard, is that a bug?
A: On the Zendesk Support prebuilt dashboard, the time filter can be based on different attributes for different reports (for example, ticket creation date vs. ticket solved date). Our analyzing your Support activity article describes which attribute is used for the time filter on each report.
Supporting Documentation:
Analyzing your Support Activity
Q: We would like the version history of a report with revert and version history. This was a big loss from GoodData. Improvements on report speed. Large datasets are problematic esp with growth.
A: We plan to introduce version control in the new dashboard builder to allow restoring a specific version of the dashboard.
Q: What updates are in the works to clean up dashboard creation?
A: There is a beta dashboard builder that has new and improved dashboard building features. You can see a feature comparison between the classic dashboard builder and the beta dashboard builder.
Supporting Documentation:
Working with the new dashboard builder (Beta)
Comparing features available in the dashboard builder
Q: How can I export a complete report to pdf without going through page by page?
A: When exporting a report, you can select a format of PDF and then choose one of the "Current" options (for example, "Current (Medium quality)"). This will export the full results into the PDF instead of just one page.
Supporting Documentation:
Exporting dashboard tabs and reports
Q: I would like a better way to re-arrange the Explore dashboard, it feels clunky, and you need to be so careful when moving reports around.
A: Our new dashboard builder is powered by a new layout and grid system, allowing to easily arrange and resize components.
Q: Is there a plan to allow individual reports to be sent to users instead of an entire dashboard?
A: The ability to schedule and share individual reports is a popular feature request that we will be addressing in the New Report Builder. Our goal is to transform Reports into a standalone object that can be consumed, shared, and scheduled separately from the dashboards.
Supporting Documentation:
Exporting dashboard tabs and reports
Q: Will it be possible, in the flow builder report, to understand at what stage the client chooses that his issue is resolved?
A: The Article recommendations dataset does include some information about resolutions provided by the bot, but it's currently not possible to report on the specific stage. See this article for more info about the dataset.
And feel free to post a request for stage reporting in our Explore community forum!
Supporting Documentation:
Metrics and attributes for Zendesk Answer Bot
Feedback - Reporting and analytics (Explore)
Q: If I want to export data out into Power BI, should I be taking from the Admin Centre > Export > .json datasets OR manually creating reports on Explore and exporting them as xlsx? Which is more accurate?
A: If you just want to export the data from one report, the xlsx file might be the way to go. If you want access to all of your data, you can export the JSON file. It's also possible to use the API to export selected data into a format you choose.
And feel free to post a request for stage reporting in our Explore community forum!
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