Request to get 'Variable filters' working in Explore

Completed

44 Comments

  • Daniella Jones

    Have there been any updates to the ability to create individual agent dashboards?

    2
  • Katie Duck

    Will there be a beta? Super thrilled about this upcoming feature!

    1
  • Serraview Australia

    Hey guys, any update since Q2 has come and gone now?

    3
  • Dan Ross
    Community Moderator

    Also eager to hear any news on this feature, it's been requested for some time and will make a huge impact for our teams

    1
  • Jorge Hueso

    Hi! 

    Is this feature already released or is there a new release date?

    Best regards,

    0
  • Walter Bellante
    Zendesk Product Manager

    Hi everyone,
    thank you so much for the enthusiasm you've shown with your comments.

    The feature is currently under development and we estimate it to be ready between Q4 22 and Q1 23.
    I understand many of you are eager to have this feature available and I can guarantee this is top of mind for Explore.

    The feature is named "Dashboard restrictions" and will be available as part of the new dashboard builder experience.
    You can learn more about the full list of features and how to access the new experience.

    I will keep you posted once it's released.
    Thanks again for your patience.

    Walter

    0
  • Stacey

    Any update on this? It seems ridiculous that there isn't an easy way to share individualized agent data that limits their ability to see the data of teammates. 

    0
  • Walter Bellante
    Zendesk Product Manager

    Dear customers,
    today I would like to share more than an update and give you the opportunity to get a sneak peek into dashboard restrictions.

    I also want to reiterate that it will be available in Q1 ’23 as part of the beta builder.

    Dashboard restrictions empower editors to dynamically adapt data to different audiences. As many of you requested, this includes the possibility of creating an individual agent dashboard where data will be dynamically adapted based on the viewer that is logged in.

    Thanks again for your patience.
    I hope you’ll enjoy the preview.
    I will keep you posted once the feature is available. 

    0
  • CJ Johnson

    Walter Bellante Will you be making this available for existing Dashboards? We have dozens of Dashboards that took many hours to set up. We cannot reasonably be expected to rebuild them all in the "new" Builder just to get a feature that we've been asking for, for 2 years. If this feature is not made available on the supported, already existing Dashboard builder, it has no value for me (and likely many others). 

    1
  • Walter Bellante
    Zendesk Product Manager

    Hello CJ Johnson,
    dashboard restrictions will be available exclusively for dashboards built with the beta builder.

    This functionality is designed to combine multiple dashboards into a single one. My recommendation would be to see if there's an opportunity to reduce the number of dashboards you have to manage and rebuild just a smaller amount.

    Thanks,
    Walter

    0
  • Lasse Christiansen

    Hello Walter Bellante,

    Will this also be available in the scheduled reports? 
    If I create a schedule for my group "Customer Support" with 15 agents, will they receive 15 individual reports in PDF? 

    BR Lasse

    0
  • Walter Bellante
    Zendesk Product Manager

    Hi Lasse Christiansen,
    thanks for your interest in dashboard restrictions.

    Schedules won't be available at launch and it's not yet planned to be integrated in the next year.
    You will be able though to create a single dashboard and have every agent in the group see individual reports.

    Regards,
    Walter

    0
  • Walter Bellante
    Zendesk Product Manager

    Dear customers,
    we are excited to share that dashboard restrictions are now live on the beta builder.
    Dashboard restrictions empower editors to dynamically tailor a dashboard to different audiences.

    You can learn more about how to use them in the article.

    Many of you requested this feature to reduce the number of dashboards maintained when measuring the individual performance of an agent.
    To ease your task, we’ve decided to include a “Support agent productivity” template. This has been built to give you an overview of how the agent has been performing on ticket volumes and response time over the last 7 days.
    Once you’ve added the template, add a dashboard restriction on “Assignee name” with the value “Based on viewer” and share it with your agents.
    Once they open the dashboard they’ll immediately be able to see just their own tickets.

    Thanks again for your patience.
    We look forward to hearing your feedback.

    Walter

    0
  • CJ Johnson

    @Walter Bellante -- For me, this is not really an implementation that is useful, because: 
    1. It's only in a beta product that not everyone can even use. 
    2. The beta has no scheduling features, so you cannot set up users to get a report of their data, which is for most people, the main purpose of this request, including the literal feature request post itself: 
    "We're trying to get personalised emails sent to agents with a snapshot of what they've worked on, what CSAT looked like, etc etc at the end of each week. Without variable filters it would be a manual process of setting up a dashboard for every agent :( "

    It's so frustrating to wait literal years only for the feature to be rolled out in a way that is inaccessible and unusable for the purpose it was requested for, and then see the request marked complete. 

    2

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