Tom Skjönsberg

Hi Cheeny,

There is nowhere to edit the live data queries. They can be edited for colors and datatips, and I can add alerts, but not edit the query.

Also, only the live data filters will impact what is shown in the live queries, which is the problem I wrote. The live data filter will not allow me to select multiple options, as for some reason the selections can only be made by radio buttons, not check boxes.

I am looking for a way to i.e. display active chats for the following 4 departments, but it appears that with the current setup I am not allowed to do so:

So is there a workaround to do this, or a timeline for when we will be allowed to filter on multiple options in live data?

Having just gotten access to the live data in Explore I am looking for some filtering tips. For some reason Zendesk seems to have chosen to limit the filtering to only single choice for live data, which is causing some problems for what I want to display.

For our clients, there are multiple brands and also multiple groups. So if I want to display the total number of open tickets for one client, I have no option to do so, as I cannot select multiple brands nor multiple groups in the filter. It is just the radio button selection, no option for choosing more than one.

Since we cannot create any custom live metrics, is there any workaround for this?

The request was made 2 years ago, for something that is considered an extremely basic metric in any CS environment. Can someone from Zendesk reply and explain what is taking such a long time for this?

Have been looking through the recipes and trying to customize them to have the week start on Monday. However I have not had any luck so far.

Does anyone have a good solution for how to have this display corrected:

It is a very simple "Chat started - Day of week" which I need to have display as a normal week. I cannot restrict the dates used much in the query itself, as the date filter needs to be available for use in the dashboard where the query is to be displayed.

@...

Do the product managers have any comment on why there was a change made to the default start of week day? Why was it changed from Monday to Sunday as start of the week without any proper notice?

So apart from changing the default to be week starting on Sunday without notice, has there been any updates to when we can expect this to be added?

Posted in Q&A yesterday because I need this functionality to report on which agent updated specific tags.

The ability to do a simple

IF [Changes - Field name] = "Ticket tags" AND
[Changes - New value] = "tag_name" THEN
[Update ticket ID]
ENDIF

would have been enough :)

@... You can get the data for Chat by going to Zendesk Chat, Analytics and then click the Download CSV button.

Under "Report Types" after choosing your date interval, you will want the one that is called "Agent sign-in, status and serving times". There you can get the login times and how much time is spent in each status for chat.

I am currently using this as a work-around to get the agent's login times.

@... You can get the data for chat at least, which is what we are doing at the moment as a "work-around". We take the CSV files from analytics and use the status_sessions data to report on login times and then use the times for online, away and offline to check how the agents spend their days.

This works for us at the moment, since all agents are supposed to be available on chat all day, but won't work for everyone of course.