What does YOUR support dashboard in Explore look like?

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17 Comentarios

  • Nicole S.
    Zendesk Community Team

    Hey Matt - this is a great idea! We've included your post in our weekly digest for this week, so hopefully we can get some other folks sharing here soon! 

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  • Matt

    Thanks so much, Nicole!

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  • Hillary Latham
    Community Moderator

    We have several dashboards for different purposes, but here is our dashboard to review agent metrics.  Managers share this dashboard with their team members regularly.  There are filters up top to select an agent, primary customer, and date range.  The top section is pretty standard for metrics, the middle is an attempt to hone on some custom field statistics for our team goals, and the lower two sections are an attempt to see how much ticket work an agent has outside their primary customer responsibilities - this is difficult to capture, so these sections are constantly being played with.

    I've captured a screenshot with data filtered for a single agent. 

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Hillary!

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  • Matt

    Thanks, Hillary!

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  • Chris Bulin
    Community Moderator

    We also have a lot of different dashboards, but the one that guides us day-to-day is the Quick View Dash:

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  • Alec Gfr

    What a idea for the dashboard <3 great work you have done.

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  • Turnerr ch

    nice.

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  • Jay McCormack

    I just stumbled upon this post! I hope more people share here.

    I have a bunch of different dashboards, several that I create for other teams in our organization that help them more easily find the information that they want out of ZD. However, there are 2 dashboards that are the most important to me:

    "Yesterday At A Glance" gives me data each morning to tell me how our KPI and other metrics were from the day before.

    "Executive Overview" is what my VP looks at every Monday morning before he meets with the other company execs. There are a bunch of tabs on this dashboard so I'll supply just a few for reference.

    "Yesterday At A Glance" first tab...

    2nd Tab:

     

    "Executive Summary" main/first tab:

     

     

    Executive Overview "ticket stats" tab...

     

    Executive Overview "Backlog" tab...

     

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  • Farhan Virji

    Chris, Jay - thanks for sharing your Dashboards.  I'll share mine once I finish it off.

    Jay - how did you create the table showing the CSAT with the Link to the ticket? 

    Chris/Jay - curious if your CSAT scores include all channels or just CSAT from tickets coming through email.  We are about to launch Chat (through Zendesk), and I am going to enable the Chat rating feature, which means we won't be sending a CSAT survey after the fact.  Did you create a custom metric to consolidate the CSAT survey's and the Chat ratings?

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  • Jay McCormack

    Hi Farhan,

    The "Clickable Link" is a standard calculated attribute with a formula of:

    LINK("https://yourcompany.zendesk.com/agents/tickets/"+[Ticket ID],[Ticket ID])

    My CSAT scores are based on all tickets logged in Zendesk regardless of channel.

     

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  • Chris Bulin
    Community Moderator

    Same here Farhan Virji. Note with the clickable link you have to set the chart to be able to use HTML (a step I forget at least once a month haha). The CSAT are for all of our channels. the Support: Tickets dataset will allow you to get an omnichannel view of volume, efficiency, and CSAT across all of them.

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  • Danydon Don

    Thank you so much Hillary for Sharing. it will help me a lot.

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  • William Jhons

    Thank you Hillary for explanation.

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  • Mary Evans

    Thanks Hillary to make it easy and simple. Definitely I will use this on my blog

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    This comment was edited by the Zendesk Community Team to meet with our Community Code of Conduct on self-promotion

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  • Matt Halvorson

    Greetings Zendesk Team!

    I was wondering if you could help provide some insight into several questions we have as we look into switching to Professional Guide (currently in our trial period). We use tags to track our stats for the promos that we run. 90%+ of the tickets that we receive are Twitter DM’s, so the majority of our inquiries are Twitter DM based. I wasn’t sure exactly which thread made the most sense to share this post, and I chose this one because it seems to have a lot of engagement and insight.

    • How to search for a specific tag?
    • exporting all tags for a specific promo
    • Is there a way to bulk clear all tags simultaneously - once they’ve been exported
    • can you search all tags even after they’ve been cleared
    • default time frame for a guide query - a specific cleared tag showed 451 on the Query and we have 592 examples of that same tag being used
    • can tags be exported every hour into a stats page
    • how do you search for the Subject field - If you add a ticket subject on a Macro will it apply to all tickets with that macro?
    • if we have 2 different Twitter handles how do we go about seeing the total tickets per handle per promo?
    • When sorting a bar graph it doesn’t show all of the fields. Is there a way to scroll within a graph to see a of the results?
    • Any tips on how to search for a Twitter Handle (ie… @abcd123)?

    We’re incredibly grateful for any insight that you can provide, and also what’s the best way to reach out for a large collection of questions like these?

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  • Dave Dyson
    Zendesk Community Team

    Hi Matt Halvorson -

    You've got enough questions here that I think you'll be best served in a ticket, so I'm creating one for you.

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