Agent Performance reports in Explore - what KPIs are people measuring in Zendesk?

3 Comments

  • Hillary Latham
    Community Moderator

    We have not created a team explore dashboard yet.  For our Tier 1 team, workflows and groups in Zendesk Support are by customer.  Our Tier 2+ teams are in many groups and tickets often pass between several groups when getting resolved.  We map agents to customers with groups in Support, but there are so many.  As a result, we haven't found a simple way to create a team dashboard yet.

    What we do is export data (we were also doing this in Insights) about types of tickets that would fall to our team (based on some ticket fields and customers), then manipulate the data in explore to get team trends for # of tickets and total resolution time; this way we can map to team size by a certain date and account for new team members lower ticket levels as they onboard or team member absences.

    We do have a few dashboards for individual metrics that have filters to see individual team member performance.  Technically the dashboard without any filters would be the entire team, but we don't use it for that, and I can't say for sure that dashboard would give the correct stats.

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  • Shweta Gupta

    Hi,

    Explore reports are fantastic but scattered. At any point of time if the agents have to check their performance, they will have to go to Explore. Even within Explore the information is scattered and they have to look at each of the channel boards. Because of this agents don't use it as often and there is no view of their performance. 

    Few questions:

    • If Zendesk Agent Workspace is enabled, will all reporting and analytics be merged into one or agents will still have to go to Explore -> Respective dashboards for each channel?
    • What is the best way to build a KPI board on Zendesk for agents that is seamless across channels

    Thanks

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  • Gab
    Zendesk Customer Advocate

    Hi Shweta,

    There are no definite plans as of this time to publish a prebuilt dashboard that includes data from different datasets. But, if your Explore plan allows building of custom reports, then you can create a custom dashboard that contains all relevant query widgets that measures data across different channels or datasets. You can either create separate tabs for each channel, or you can add all widgets into a single dashboard tab so that users can access all data in a single view. Note that time/data filters are dataset-specific; if you plan to build a dashboard tab with queries from different datasets, then you'll find this article helpful - Best practices for using dashboard filters.

    Thanks Shweta!

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