基于查看者动态调整面板数据

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Erin O'Callaghan

Zendesk Documentation Team

已于 2025年7月07日 编辑

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      Walter Bellante

      Hi Jordan Forsythe, thanks for the positive feedback.

      The ability to exclude filters from certain reports will be available before the GA of the beta builder. You can check the list of features available at each stage in this article.

      Thanks,
      Walter 

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      Walter Bellante

      Hi Abby Armada,
      thanks for your feedback.

      We have just added the Updater Name and Updater Email for the "Support - Updates history" dataset.

      Regards,
      Walter 

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      Jordan Forsythe

      Question about two improvements to the new dashboard beta! 

      Do you have plans to exclude the restrictions from applying to certain reports on the dashboard. E.g I have an average KPI report that I calculate and dont want that to filter for only that agents user. 

      When are you going to introduce excluding the dashboard time filters from certain reports on the dashboard? I can do this in the legacy builder but really miss this in the new beta.

      Thank you! 

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      Jordan Forsythe

      This is the best feature I've seen you release for the new dashboards! Why wasn't this communicated to users!

      Very happy with this functionality 

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      Tobias Hermanns

      Hi Walter,

      we testing the feature currently as we have 200+ Dashboards and 2500+ queries, so our reporting is impressive and customized.

      I found 2 limits I can´t figure out:

      a) Talk "Dataset" seems unavailable in Restriction Area; is it true? Will it come?

      b) The limit of 3 datasets may not be enough, as, i.e., we are creating Dashboards for Agents Performance / KPI measuring, we need on 1 different Dashboard Datasets applied when this Agent opens Dashboard (Support SLA, Support Tickets for CSAT, Talk Calls .. ..)

      c) Some larger queries can´t filter correctly instead of "per Agent" I see result of "all Agents" which should not be the case, bug?

      It would be good to get some insight into that.

      Kind Regards,

      Tobias

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      Abby Armada

      Hi there,

      I love this feature, but would love an expanded attribute list. In "Support - Updates history", I'd love to see "Updater name" since many of our tickets are re-assigned and we count tickets via agent update. This would 100% solve all of our data sharing problems. Thanks!

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      Walter Bellante

      Hi Steve Steffel,
      thanks for your positive feedback and interest in the feature.

      While I understand you want to reuse the same dashboard restriction across different dashboards, we currently do not plan to support saving restrictions.

      Regards,
      Walter

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      Steve Steffel

      This is a wonderful and very useful feature for us! One question: Can dashboard restrictions be copied to multiple dashboards? For example, maybe my restriction is "Group ABC" and it's a filter on ticket group with values "Group A", "Group B", "Group C". I'd like to reuse that filter across different dashboards instead of recreating it. Is that possible? Thanks!

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      CJ Johnson

      Edit: In case it's unclear, this feedback is specific to the Agent Productivity Reporting Template. I don't see anywhere to give feedback on this. 
      Some feedback on this. Apologies if my tone is brusque, my intent is simply to approach this with a critical eye. 

      1. Total Tickets Created is returning bad data - I can see chat tickets a different agent did the chat with, attributed as a "Ticket Created" to an agent who worked the ticket last. They did not make the ticket in any way. I can tell then, this is not measuring the number of tickets the agent created. This should either be renamed, or the formula reworked, because it's unclear what this is measuring.

        As far as I can tell, this is a count of how many tickets are assigned to the agent that were created in the last seven days – regardless of whether the agent has replied to them even once yet. That’s a very strange metric. I would be curious what Zendesk’s intent for use for this metric is. It doesn’t work for us because agents may take 7 tickets for 3 hours, work 3 of them, and never work on the remaining 4, with those being passed off to another agent. They shouldn’t be counted and it will make it very difficult to reconcile numbers across the team if they are, as the time of the report being generated will impact this. I would anticipate spending a lot of time trying to figure out why tickets are being double counted if we sent this report out to agents and supervisors. 

      2. You really shouldn’t have data like "First Reply Time" without indicating whether you are showing me the Mean, Median, Mode, Max, Min, Sum or what have you. Please add the calculation methodology to the names of these reports to make it clear how it's being measured. 

      3. You’ve constrained the on-hold and pending ticket count by “tickets created in the last 7 days”. That doesn’t really make any sense in the context of unsolved tickets. I should see a count of the number of on-hold or pending tickets, total, regardless of when they were created. I have something like 16 on-hold tickets, it shows me with 2. This is very misleading and a strange calculation decision for a productivity report with an agent audience.

        4. The metric “Unsolved tickets” suffers the same problem as above.I might have 42 unsolved tickets, but it will return “2” if the other 40 were created more than 7 days ago. That makes this metric not very helpful for an agent to see their actual workload, and will lead to a lot of emails about why the dashboard isn’t counting all their work. It doesn’t make sense to constrain unsolved tickets assigned to an agent by the date of creation on a dashboard intended to reflect productivity.

        5. The lack of ability to add filters for things like Tags to the entire Dashboard renders it useless for me for the one task I need this for, unfortunately. I need to filter out merged tickets, for example, from basically all metrics. Editing every report on the Dashboard to do this behind the scenes, makes it impossible for the viewer to know why some tickets are excluded. This then leads to me having to spend time explaining why ticket x wasn’t counted. I want and need the filters on reports to be visible and filterable at a Dashboard level, for all things, not just the select few filters that are currently allowed on this Beta version.

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