Insights from the PM Roundtable on Explore Live Data

Dear Zendesk Customers,

John Costello here, Group Product Manager for Explore Live Data.

The Explore PM roundtable session this week was a resounding success—thanks to all who attended! We shared our direction for the year on what's coming, and on what we’re working on but will take us a little longer to deliver. The roundtable was so good, in fact, that we hope to host one again later this year.

Your feedback and the questions you all raised are like gold to us. Thank you so much for engaging with us in the chat and for coming off camera to ask us questions in person—we loved it!

We learned a lot from you all about the ways you want us to keep enhancing the Explore’s live data experience to better enable monitoring and measuring productivity. Here are a few of our top takeaways from the session:

You want more ways to slice-and-dice your live data, like:

• More filtering and search features for large lists of agents or workloads.
• Filtering on custom fields and using them for live monitoring.
• Enabling our new dashboard restrictions feature for live data (our first step on enabling dashboard permissions this year).

On our new UI approaches:

• Having full-screen list views showing agents and work items is the right approach.
• You want to hide channels that you’re not using yet in the prebuilt live dashboard.

Feedback on the new "Take an action" feature:

• You want to manage tickets as well as agents from the live dashboards.
• When we add actions to live dashboards, you want to assign certain permissions only to team leaders and supervisors. Not everyone should be able to change an agent state.

Dashboard permissions in Explore:

• Permissions are a longstanding requirement for Explore, and you all seemed pleased to hear it’s getting top priority this year.

Support work items:

• There was quite a bit of discussion on support workloads and how we currently define it. We heard you about how we should redefine what a live “active work item” is for Support tickets.
• This is something that we’d love to get more feedback on. If you’d like to join our Explore Live Data user group, let us know.

Historic agent status:

• There was great excitement on the arrival of a Historic Agent Status dashboard, where you can look back over time on how long agents spent in each state.
• When the Agent Status Historical dashboard moves into an open EAP, we’ll announce it in the community immediately. (Follow our Announcements section to be notified by email when that happens.) We’ll also make sure to follow up with you all for those who want to gain access.

Finally, thank you all for joining us and helping us make this feature set for live data better and better. We love hearing from you.

See you all in the community.

John Costello Liv Tornqust, Caroline Craddock, Karen Hynes