Agnieszka Czajka

Hi Georgi Tanchev thank you so much for the feedback. Currently we are not working on providing custom report building capabilities to live reporting. At the same time we are working on vastly extending our live data offering by onboarding new metrics and attributes both connected to tickets and agent productivity as well as allowing customers to drill into details. We hope that vastly extending current live data offering will allow our customers to view necessary data without having the need to write custom queries themselves. We hope to deliver new value in 2025 so follow our community for announcements.  

I would like to give update to all of you interested in this feature. This functionality is still on our roadmap but the delivery date has changed. We plan to deliver it in 2025 - currently looking at H2. 

Hi Christopher Sciaretta  we have introduced the longest wait time in the queue metric as well as option to customize the table by hiding and showing columns. We plan to expand live queue reporting capabilities in 2025 so stay up to date with our announcements. 
 

The Explore product team is excited to announce a new way to customize your Explore tables by hiding and showing columns. This allows users to select only the most important data they want to see.

This announcement includes the following topics:

• What's changing and why?
• How will this affect me?
• What do I need to do?

What's changing and why?

We recognize the need for more flexible data management within Explore. With this release, you can hide or show columns in Explore tables, ensuring that you only see the data that's most relevant to you. 

How will this affect me?

As an editor in Explore, you can tailor data views to meet your needs. This customization capability lets you focus on essential information, leading to more efficient data analysis and decision-making. You can also hide data that would not bring value or that you would prefer to keep hidden.

What do I need to do?

Nothing! This update will roll out to your account automatically. As long as you have a live queues table in your dashboard, you can show or hide columns.

To show and hide columns

1. In a dashboard, click a live queues table to open the table customization menu.

2. To remove columns from the table, deselect the tags or open the Order drop-down menu and deselect the columns you don't need. To add columns, open the Order drop-down menu and select the columns you want.

For more information and an example, see this Explore recipe.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support. 

The Explore product team is excited to announce a new addition to our collection of prebuilt dashboards: Omnichannel routing queues - live monitoring.

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

To provide you with more comprehensive insights into your operations, we've curated a new prebuilt dashboard focused on helping you monitor the performance of your omnichannel routing queues in real-time.

This new dashboard presents data on important metrics that allow you to monitor how your routing works and how your omnichannel queues are performing. This helps you make informed decisions quickly and effectively, based on the latest data.

How will this affect me?

You will have access to a prebuilt dashboard on your queues performance. This dashboard is available to Professional and Enterprise customers only that have turned on omnichannel routing and created omnichannel custom routing queues.

What do I need to do?

There's no action required from you. This update is automatically rolling out to all Explore accounts with Professional and Enterprise plans. For more information about the new dashboard, see Overview of the omnichannel routing queues live monitoring dashboard.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

The Explore product team is delighted to introduce a new addition to our suite of prebuilt dashboards: Live performance by channel.

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

We're continually striving to provide you with the most insightful data at your fingertips. To that end, we've curated a new prebuilt dashboard, Live performance by channel, which allows you to browse performance of all your channels in real time.

This new dashboard uses tabs and is divided into four main channels: Support, Messaging, Talk, and Chat. Each tab presents real-time performance data for its respective channel, offering you an instant, in-depth view of your operations.

How will this affect me?

The Live performance by channel dashboard will provide you with real-time insights into the performance of your different channels. This will enable you to make informed decisions quickly and effectively, based on the latest data.

This new dashboard is available to users with Explore Professional and Enterprise plans.

What do I need to do?

There's no action required from you. This update is automatically rolling out to all Explore accounts with Professional and Enterprise plans. For more information about the new dashboard, see Overview of the Explore live performance data by channel dashboard.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

The Explore product team is excited to announce an enhancement to the change agent status feature: in addition to admins, other users with the appropriate permissions can change the status of agents in Explore.

This announcement answers the following questions:

• What’s changing and why?
• How will this affect me?
• What do I need to do?

What’s changing and why?

We've listened to your feedback and understand the need for more flexible agent management. To address this, we've extended the ability to change agent status to users other than admins, provided they have been granted the necessary permissions.

This new permission requires custom roles and as such is limited to Enterprise customers only.

How will this affect me?

This enhancement will provide more flexibility in managing agent statuses. As an Enterprise customer, you can now delegate the task of changing agent statuses to other team members, ensuring efficient management of agent availability.

What do I need to do?

No action is required from you. This update is automatically rolling out to all Explore accounts. For more information about changing agent status, see Seeing live agent status and activities with Explore.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Thomas D'Hoe thanks for raising this.  The feature is actually available to all users with access to Live Data in Explore, but adding Live widgets to the dashboard in only Enterprise feature.  At this moment there is no precanned dashboard with live queue component, so the Professional users  do not have access to it.  We will be releasing  precaned dashboard with queues in the next few weeks, so the gap will be closed but in the meantime that is indeed only accessible for Enterprice.  I will let you know when the new precanned dashboard is live.

Hi Dave Dyson thanks for your interest in the feature. We are working on the permissions for changing agent state at the moment and we will allow to extend permissions to other roles without giving them admin rights. That update is planned to release in Q2 - unable to share exact date, but it should be live soon -  keep your eyes on our announcements to be up to date. Looking forward to any feedback you may have after go release this enhancement. 

Thank you for the feedback! These feature is now live in Explore and you can read more about it here.