David Froemke

I'm still stunned that I can't send a Dashboard with various reports and cuts of the data to a single user filtered by that user.  I want to build a dashboard with the various metrics we use to measure performance etc.  And I want to send that data to them daily.  We have too many agents to develop a custom report set for each of them.  

I'm looking for something like this:  
- If 9 to 5 then Omnichannel Routing

- If 5:01 to 10 then assign to On-Call Hours

- If 10:01pm to 8:59am then don't route.  

We too continue to struggle with this issue.  The auto-attendant features are just not caller friendly.  We like (not love) the Talk system itself.  The integration with screen pop is the primary reason we use it. The goal is to reduce the number of agent clicks needed during each customer contact. 

The unfortunate outcome is that our number of hang ups/abandoned calls went up dramatically after adopting Talk and the default system of presenting greetings.  We are investigating other options for a Talk replacement because of this.  In the meantime, I've implemented a workaround that has stemmed the tide for the moment.

I've recorded a custom greeting that plays some rings, announces that the user can press 1 and 2 plays a few more rings.  I've placed this in the WAIT greeting spot.  The user only hears the greeting during the time in which Talk is hunting an Agent. 

It's a bit janky but works as a temporary solution until we switch or Zendesk implements the options we need to provide a high-quality customer service offering.  

I am most interested to know that when we do have to give up the legacy tool, will the new tools be in feature parity?  Currently the beta report builder lacks so many features, it's not worth using.  The Dashboard builder is also just not ready as you can see from this thread that it's missing a significant number of features.  If you guys could ensure that we will have feature parity by the time we are forced to use it, I'd be more receptive.

You know what would be great?  It would be great if the UI showed the greetings in the order they are played.  Currently, they are all over the map.

OMG - November is an eternity.  Do you have any thoughts on workarounds?  At this point, I'm planning on creating a separate report for each of the individual agents in question. That's just a mess and time consuming. 

Thanks

This issue needs to be addressed urgently. As an in-house IT support team, approximately 90% of our tickets originate from phone calls, as our users prefer speaking directly with an agent. Due to the nature of these requests, many users leave voicemails. In my opinion, an abandoned call represents a frustrated user who couldn't reach support promptly.

While our agents are instructed to monitor the unassigned queue and manage it accordingly, this passive approach is unfair to our customers as that may take longer than necessary.  

I have two primary concerns with Zendesk, and this is one of them. Knowing the release schedule for this feature would help alleviate some of our frustration.  This feature is available on other platforms out of the box.  

Hi Walter,

I appreciate the notion of a Filtered View, but we want to proactively manage the support agents.  Additionally, this is but one report that we'd like them to see on a regularly scheduled basis.  Having to build a customized report for each agent with all of the metrics we'd like them to see is a massive undertaking.  We'd rather automate that process by using a restricted and scheduled report that is delivered to their inbox regardless of whether or not they are in the office/connected.

This isn't a minor issue for us.  It's core to the way we are managing our people and not having it is concerning as I don't know the first thing about your backlog of features and if they will ever be deployed.  Is there some way of understanding the timing for the feature to be released?  If so, it could prevent me from looking at other solutions.  

I'm struggling with sharing dashboards with restricted views.  We are sending weekly reports to each agent with their open tickets.  In the new dashboard builder there isn't the ability to restrict the data on a Schedule report.  How can we be forced into using the new tool when there isn't any feature parity?

I would like to schedule the delivery of a dashboard to our agents. The report was built with all agent data in there.  It's a simple list of open/backlog tickets.  How can I schedule that delivery to agents based on their OWN data and not everyone else's.   

UPDATE 1/7/2025:  

It is my understanding that there is no way of doing this currently in the new Dashboard Builder.  How can I schedule the sending of a dashboard that includes a report where the data is filtered based on the login info of the viewer?