John Costello

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Help Center Reporting in Explore

Hi Lila, all, As Vincent mentioned a few months back, we have been working on the scope and timeline for Knowledge Base & Community reporting. We can now reveal that we will introduce Knowledge Bas...

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• John Costello
• Created February 24, 2020 15:35
• 2 votes

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

Hi Heather,  I take your point on the current definition we have for "working-on" for Support work items you are not the only one to have said this to me recently. I am going to challenge this inte...

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• John Costello
• Edited July 22, 2022 09:39
• 1 vote

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

Hi Heather,  Thank you for the questions and feedback I will try to deal with them one by one: 1. What is the definition for Agents online and Agents offline? So many of our agents have been in onl...

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• John Costello
• Created June 30, 2022 18:27
• 1 vote

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

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. 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 - Chat and Messaging (Chat)
3. Ability for admins to logout agents

Hey everyone,On Tuesday, February 7th at 11 AM CST, the product team will be hosting a PM Roundtable on Explore: Live Data and other features of Explore. We really want to hear from you and discuss...

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• John Costello
• Created January 26, 2023 17:56
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Reporting on 'Total online time' and 'Time available' metrics

Hey everyone,On Tuesday, February 7th at 11 AM CST, the product team will be hosting a PM Roundtable on Explore: Live Data and other features of Explore. We really want to hear from you and discuss...

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• John Costello
• Created January 26, 2023 17:55
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Away status and reporting

Hey everyone,On Tuesday, February 7th at 11 AM CST, the product team will be hosting a PM Roundtable on Explore: Live Data and other features of Explore. We really want to hear from you and discuss...

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• John Costello
• Created January 26, 2023 17:55
• 0 votes

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

Hey everyone,On Tuesday, February 7th at 11 AM CST, the product team will be hosting a PM Roundtable on Explore: Live Data and other features of Explore. We really want to hear from you and discuss...

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• John Costello
• Created January 26, 2023 17:54
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Help Center Reporting in Explore

Hi Folks,  Cross posting here for completeness:  Community dashboard and dataset for Zendesk in Explore The new dashboard and dataset provide insights about the engagement of our customers’ commun...

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• John Costello
• Created November 09, 2022 18:01
• 0 votes