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Q2'2024 Product Spotlight



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Jeremy Korman

Zendesk Product Marketing

Posted Jun 25, 2024

Hello Zendesk Users,

We are excited to present the Q2'2024 edition of our Product Spotlight series!  We're here to highlight five brand-new features to elevate your CX.  In this edition, we cover:

  1. GenAI: How to monitor your team's usage with the new pre-built dashboard
  2. Zendesk WFM: Big enhancements to roles, permissions, and audit logs
  3. Zendesk QA: How to monitor voice calls and AI agent interactions
  4. Custom Objects: How to use tools like data importer, dynamic filters, and object triggers
  5. Advanced Routing Queues: Steps to setup secondary overflow groups

Check out all 5 videos on the YouTube playlist to see these capabilities in action 📹 🤓

 

1) GenAI: How to monitor your team's usage with the new pre-built dashboard

More info: Overview of the Generative AI Agent Tools dashboard

 

2) Zendesk WFM: Big enhancements to roles, permissions, and audit logs

More info: Managing WFM roles & permissionsAnnouncing WFM Audit Logs.

 

3) Zendesk QA: How to monitor voice calls and AI agent interactions

More info: Voice QA and Announcing quality assurance (QA) for AI agents

 

4) Custom Objects: How to use tools like data importer, dynamic filters, and object triggers

More info: Announcing enhancements to the data importer, Announcing dynamic filtering for lookup relationship fields on tickets, Using custom objects in ticket triggers

 

5) Advanced Routing Queues: Steps to setup secondary overflow groups

More info: Announcing custom omnichannel routing queues

 

For even more product news, check out our monthly What's New summaries and our weekly release notes.


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