Enhancement Request: More Granular User Role Attributes in Zendesk Explore

I'm reaching out to share some feedback and suggestions regarding the user role attributes available in Zendesk Explore. As we delve deeper into reporting and analytics to optimize our support operations, the need for more detailed insights based on user roles has become increasingly evident.

Current State: Currently, Zendesk Explore provides a basic set of attributes for user roles, which allows for a general overview of activities and metrics segmented by these roles. While this is beneficial, it often falls short of delivering the depth of analysis required for more nuanced decision-making and optimization efforts.

Challenges Faced:

• Limited Segmentation: The current attributes do not allow for detailed segmentation and analysis of user activities, performance, and ticket handling efficiency based on specific roles or role-based groupings. Only End-user, Agent & Admin exists today.
• Custom Reporting Needs: Our team, and likely many others, frequently encounter scenarios where more detailed role-based reporting could significantly enhance our understanding of support workflows, agent performance, and customer satisfaction.

Suggested Enhancements:

1. Granular Role Attributes: Introduce more detailed attributes for user roles that allow reports to distinguish not just between agents and admins, but also between different levels or types of agents, specialized roles, and perhaps custom roles defined within Zendesk Support.
2. Role-Based Performance Metrics: Enable the creation of custom metrics that can be segmented by these enhanced role attributes, facilitating deeper insights into how different roles contribute to support metrics like first response time, satisfaction ratings, and ticket resolution efficiency.
3. Dynamic Role Filtering: Offer dynamic filtering options in Explore queries that adjust based on the roles present in the dataset, allowing users to quickly tailor reports to specific role-based analyses without extensive manual configuration.

Impact & Benefits: Implementing these enhancements would not only elevate the analytical capabilities of Zendesk users but also empower teams to drive targeted improvements in their support operations. By understanding the distinct impacts of various user roles on support metrics, organizations can better allocate resources, tailor training programs, and ultimately, enhance the customer experience.

Conclusion: We believe that enriching the user role attributes in Zendesk Explore would be a significant step forward in unlocking the full potential of Zendesk's analytics and reporting capabilities. We're eager to hear the thoughts of the community and the Zendesk team on this suggestion and hope to see such enhancements in future updates.

Thank you for considering this feedback. We're looking forward to continuing to grow and improve with Zendesk.