Dynamically adapting dashboard data based on viewer

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37 Comments

  • CJ Johnson

    Edit: In case it's unclear, this feedback is specific to the Agent Productivity Reporting Template. I don't see anywhere to give feedback on this. 
    Some feedback on this. Apologies if my tone is brusque, my intent is simply to approach this with a critical eye. 

    1. Total Tickets Created is returning bad data - I can see chat tickets a different agent did the chat with, attributed as a "Ticket Created" to an agent who worked the ticket last. They did not make the ticket in any way. I can tell then, this is not measuring the number of tickets the agent created. This should either be renamed, or the formula reworked, because it's unclear what this is measuring.

      As far as I can tell, this is a count of how many tickets are assigned to the agent that were created in the last seven days – regardless of whether the agent has replied to them even once yet. That’s a very strange metric. I would be curious what Zendesk’s intent for use for this metric is. It doesn’t work for us because agents may take 7 tickets for 3 hours, work 3 of them, and never work on the remaining 4, with those being passed off to another agent. They shouldn’t be counted and it will make it very difficult to reconcile numbers across the team if they are, as the time of the report being generated will impact this. I would anticipate spending a lot of time trying to figure out why tickets are being double counted if we sent this report out to agents and supervisors. 

    2. You really shouldn’t have data like "First Reply Time" without indicating whether you are showing me the Mean, Median, Mode, Max, Min, Sum or what have you. Please add the calculation methodology to the names of these reports to make it clear how it's being measured. 

    3. You’ve constrained the on-hold and pending ticket count by “tickets created in the last 7 days”. That doesn’t really make any sense in the context of unsolved tickets. I should see a count of the number of on-hold or pending tickets, total, regardless of when they were created. I have something like 16 on-hold tickets, it shows me with 2. This is very misleading and a strange calculation decision for a productivity report with an agent audience.

      4. The metric “Unsolved tickets” suffers the same problem as above.I might have 42 unsolved tickets, but it will return “2” if the other 40 were created more than 7 days ago. That makes this metric not very helpful for an agent to see their actual workload, and will lead to a lot of emails about why the dashboard isn’t counting all their work. It doesn’t make sense to constrain unsolved tickets assigned to an agent by the date of creation on a dashboard intended to reflect productivity.

      5. The lack of ability to add filters for things like Tags to the entire Dashboard renders it useless for me for the one task I need this for, unfortunately. I need to filter out merged tickets, for example, from basically all metrics. Editing every report on the Dashboard to do this behind the scenes, makes it impossible for the viewer to know why some tickets are excluded. This then leads to me having to spend time explaining why ticket x wasn’t counted. I want and need the filters on reports to be visible and filterable at a Dashboard level, for all things, not just the select few filters that are currently allowed on this Beta version.
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  • Steve Steffel

    This is a wonderful and very useful feature for us! One question: Can dashboard restrictions be copied to multiple dashboards? For example, maybe my restriction is "Group ABC" and it's a filter on ticket group with values "Group A", "Group B", "Group C". I'd like to reuse that filter across different dashboards instead of recreating it. Is that possible? Thanks!

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  • Walter Bellante
    Zendesk Product Manager

    Hi Steve Steffel,
    thanks for your positive feedback and interest in the feature.

    While I understand you want to reuse the same dashboard restriction across different dashboards, we currently do not plan to support saving restrictions.

    Regards,
    Walter

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  • Abby Armada

    Hi there,

    I love this feature, but would love an expanded attribute list. In "Support - Updates history", I'd love to see "Updater name" since many of our tickets are re-assigned and we count tickets via agent update. This would 100% solve all of our data sharing problems. Thanks!

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  • Tobias Hermanns

    Hi Walter,

    we testing the feature currently as we have 200+ Dashboards and 2500+ queries, so our reporting is impressive and customized.

    I found 2 limits I can´t figure out:

    a) Talk "Dataset" seems unavailable in Restriction Area; is it true? Will it come?

    b) The limit of 3 datasets may not be enough, as, i.e., we are creating Dashboards for Agents Performance / KPI measuring, we need on 1 different Dashboard Datasets applied when this Agent opens Dashboard (Support SLA, Support Tickets for CSAT, Talk Calls .. ..)

    c) Some larger queries can´t filter correctly instead of "per Agent" I see result of "all Agents" which should not be the case, bug?

    It would be good to get some insight into that.

    Kind Regards,

    Tobias

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  • Jordan Forsythe
    Zendesk Luminary

    This is the best feature I've seen you release for the new dashboards! Why wasn't this communicated to users!

    Very happy with this functionality 

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  • Jordan Forsythe
    Zendesk Luminary

    Question about two improvements to the new dashboard beta! 

    Do you have plans to exclude the restrictions from applying to certain reports on the dashboard. E.g I have an average KPI report that I calculate and dont want that to filter for only that agents user. 

    When are you going to introduce excluding the dashboard time filters from certain reports on the dashboard? I can do this in the legacy builder but really miss this in the new beta.

    Thank you! 

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  • Walter Bellante
    Zendesk Product Manager

    Hi Abby Armada,
    thanks for your feedback.

    We have just added the Updater Name and Updater Email for the "Support - Updates history" dataset.

    Regards,
    Walter 

    1
  • Walter Bellante
    Zendesk Product Manager

    Hi Jordan Forsythe, thanks for the positive feedback.

    The ability to exclude filters from certain reports will be available before the GA of the beta builder. You can check the list of features available at each stage in this article.

    Thanks,
    Walter 

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  • Walter Bellante
    Zendesk Product Manager

    Hi Tobias Hermanns,
    thanks for your thorough feedback.

    a) Regarding the Talk dataset, what attributes would you like to see in dashboard restrictions?

    b) I see why 3 filters would be limiting for your use case. We'll increase this limit soon.

    c) May you please check if the report and the restriction are linked to the same dataset? If that's the case, could you open a ticket so my team can look into it?

    Thanks,
    Walter

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  • Tobias Hermanns

    Hi Walter Bellante

    thanks for your feedback here!

    a) We need the "Leg Agent Name" to identify Missed / Declined Calls from the Agent to perform KPI Dashboard :)

    b) Thank you, that would be amazing.

    c) Yes, it is the same dataset, it works a bit in "Edit" Mode but after Publish or refresh, it may fail to render the report correctly. It´s under 11209679

    I waiting for feedback for a week here, I am not even sure if they understand it right you may check the status. The Dashboard with the issue is still ready for duplication. And in case I shorten the list by "time filters" in the query, it looks better.

     

    Kind Regards,

     

    Tobias

     

     

     

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  • Walter Bellante
    Zendesk Product Manager

    Hi Tobias Hermanns,
    we have now increased the limit on the number of filters from 3 to 5.

    We will include additional attributes related to the Talk (including Leg Agent Name) and Messaging dataset before the end of Q1. Keep an eye on this article to learn when it's live.

    Thanks,
    Walter

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  • Tobias Hermanns

    Hi Walter,

    That sounds good! We are converting more and more to this Dashboard style.

    The talk would be a fantastic enhancement.

    We are also missing the New Dashboard Builder Tabs (it is on the roadmap). I think if we have them, we have our base to go.

    Thanks.

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  • Matthew Peng

    Hi team,

    This is really helpful and useful feature. Since this feature is still in the Beta version and the dashboard builder (Beta) is also in Beta, can I know if there is any ETA that these features will be fully available(not in Beat anymore)?

    Thanks!

    1
  • Anton Maslov
    Beta dashboard builder currently misses the following features:
    1. It is not possible to exclude filters from reports (e.g. one report needs to be filtered by “created date” while another one by “solved date”)
    2. It is not possible to add tabs to dashboard (for example I want to show individual stats on one tab and team stats on another)
    3. Data filters cannot be combined for different datasets like it works in a current builder. So if I want to use reports from different datasets it is needed to add filters for each dataset and manage them separately
    1
  • Walter Bellante
    Zendesk Product Manager

    Hi Anton Maslov,
    thanks for sharing your feedback.

    The 3 features you mentioned (Tabs, Exclude filters, Link filters) will be built into the beta builder.

    You can look at the complete list of features here

    Regards,
    Walter

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  • Tobias Hermanns

    Hi,

    i have the following needs. We have 1 custom field synced from CRM into Zendesk show the Branch where the customer is located i.e. "BNL; GERMANY; UK;" now I want create 1 Dashboard with Restriction, that each Light Agent (for their region) can see their content.

    I was hoping, I can use Custom Field in Restriction and map them like:

    Light Agent A = See Pre-Filter Result Value A
    Light Agent B = See Pre-Filter Result Value B

    This kind like Bookmark together with other people can´t see other region content.

    Both is impossible, will this be enhance in future, or does I need to create again classic dashboards (per region) with bookmark filtering?

    Thanks.

    Tobias

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  • Tobias Hermanns

    Hi Walter Bellante

     

    Is the Omni Channel dataset not supported to select in Agent restriction?

     

    Thanks Tobias

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  • Walter Bellante
    Zendesk Product Manager

    Hi Tobias Hermanns,
    while we plan to introduce it, live data is not currently available in dashboard restrictions.

    Regards,
    Walter

    1
  • Tobias Hermanns

    Hi Walter,

    that would be nice, we just introduce Omni to our Team together with Beta Dashboard (per Viewer) to save dashboards, so all good like individual CSAT, individual Ticket solved, but some individual "working time", "online time", capacity per viewer, would be high benefit the team!

     

    Thanks.

    Tobias

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  • Tobias Hermanns

    Hi Walter Bellante

    While we waiting for Omni Channel Dataset into Restriction to choose, we also found "Real Time" Channels i.e. "Agent Online" can´t work. Is this also planned?

    We want for example build a "Talk > Call Name" set (which is already doable) and then show how many Agents are "Online" to take calls, so they can self organize their break / project timings.

    Let me know if this is planned.


    Thanks.

     

    Tobias

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  • Julia DiGregorio

    Can these user restrictions be used for customers.   Meaning I created on dashboard with a permission call Ticket organization and select based on viewer.  If so this would mean I could have one dashboard to share with all customers.

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  • Julia DiGregorio

    Also - I am not seeing the option to schedule the dashboard, export a dashboard or download a report

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  • Walter Bellante
    Zendesk Product Manager

    Hi Julia DiGregorio,
    thanks for your interest in dashboard restrictions.

    As of now, dynamic restrictions can be used just internally to your own account.
    While it won't be possible to dynamically restrict data based on an external viewer, soon you will be able to share a dashboard restriction with an end user.

    As for exporting a dashboard, it will be available too before the GA of the beta dashboard builder.

    Here you can learn more about the features available in the beta builder.

    Regards,
    Walter

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  • Rob Tihanyi

    Hi Walter Bellante,

    I note in July you stated that Live Data is not currently available in restrictions. Is it possible though to allow it to be shown regardless of restrictions?

    What we see currently is that on a dashboard with some data restrictions in place (eg. for tickets) none of the Live Data reports show any information. Is there a way to show all Live Data and still have restrictions on the remaining historical reports?

    I seem to be stuck with either applying restrictions and having no Live Data at all, or exposing all of the information to make it all work.

    Cheers,

    Rob

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  • Walter Bellante
    Zendesk Product Manager

    Hi Rob Tihanyi,
    thanks for sharing your feedback on dashboard restrictions.

    The ideal behavior you described is exactly what happens when you combine live data and historical data with restrictions.

    Could you open a ticket so we can look at your dashboard more closely?

    Thanks,
    Walter


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  • Agnieszka Czajka
    Zendesk Product Manager

    Hi Anton Maslov!

    You can now add tabs to your dashboards in Beta Builder. You can learn more on how to do it here: Working with the dashboard builder (Beta)

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  • Tobias Hermanns

    HI Walter Bellante

    When the builder can support the Omni Channel Dataset as per Viewer?

    i.e. We want to add a Tab like "Online Time" but it can´t be filtered based on Agent.

    Thanks!

     

    Tobias

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  • Walter Bellante
    Zendesk Product Manager

    Hi Tobias Hermanns,
    thanks for sharing your comment about dashboard restrictions.

    While the ability to dynamically adapt dashboards for live data is on our radar, it won't be available in the next 9 months.

    Regards,
    Walter

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  • Efrat Barak Zadok

    How can I move all data sets and tabs I have from my "regular" dashboard into the beta dashboard builder? 
    Note that I have tabs related to different datasets such as knowledge base, chat, SLA etc.

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