John Costello

1. Explore
2. ...
3. Viewing and using dashboards
4. Seeing live agent status and activities with Explore

Hi all,  During the rollout of this new feature on March 16th we encountered an issue with data relating to the Agent Status metrics. The issue was that incorrect Agent States were being reported. ...

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• John Costello
• Edited March 29, 2022 18:25
• 1 vote

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Hi all,  I just wanted to give you all an update on our progress with the new Agent Status Metrics in Explore. On March 16th we released our new Live Agent Status metrics with Drill-in functionalit...

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• John Costello
• Created March 29, 2022 18:19
• -1 votes

1. Explore
2. ...
3. Viewing and using dashboards
4. Seeing live agent status and activities with Explore

Hi Andrew Dyer and Rafael Santos,  Which online channel is this showing up under ?  Just bear with us Drill-in is being rolled out incrementally over the next new days.  Regards John 

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• John Costello
• Created March 16, 2022 15:10
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Explore Dashboard Sharing

Hi Reshma Patel, Amber and Kincy, This is fantastic feedback, thank you so much for your input. It's great timing also - we are currently rebuilding our Dashboard Builder in Explore and we will be ...

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• John Costello
• Created December 14, 2021 12:24
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Cloning tabs in Live Data will copy and synchronize also filters applied

Hi Monica,  Would you be able to provide a screen shot - do you mean all cloned metrics for all channels will react to a filter for one specific channel ? Regards John Costello  Explore Product

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• John Costello
• Created December 03, 2021 12:30
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Creating calculated metrics on Live Data

Hi Monica,  Creating calculated metrics on Live data is something that we are working towards on our long term roadmap. We need to make some adjustments to our infrastructure in the coming year in ...

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• John Costello
• Created December 03, 2021 12:27
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Custom field data in Live Data dashboard in Explore

Hi Aileen,  Live Custom fields is something that we are working towards on our long term roadmap. We need to make some adjustments to our infrastructure in the coming year in order to achieve this ...

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• John Costello
• Created December 03, 2021 12:24
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. General Explore frustrations...

Hi Ed, CJ, Thank you so much for your feedback, we really get your frustrations. I wanted to provide a little context on Explore first, our journey to date has been about integrating and moving our...

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• John Costello
• Created November 10, 2021 10:31
• 1 vote

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Group name updates don't reflect in the Explore filters

Hi folks, I can totally understand that this must be very frustrating for you. My name is John Costello and I'm a Product Manager in Explore, I would love to understand some of your use cases that ...

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• John Costello
• Created November 10, 2021 10:14
• -2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. ZenDesk Explore is a step backwards from the previous reporting function

Hi Cam Ruffle-Deignan I am very sorry to hear this. As you mentioned Explore is quite powerful and has a lot of configurations and settings to hand.  I would love to understand what in particular h...

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• John Costello
• Created November 10, 2021 10:05
• 0 votes