Q2'2024 Product Spotlight

Hello Zendesk Users,

We are excited to present the Q2'2024 edition of our Product Spotlight series!  We're here to highlight five brand-new features to elevate your CX.  In this edition, we cover:

1. GenAI: How to monitor your team's usage with the new pre-built dashboard
2. Zendesk WFM: Big enhancements to roles, permissions, and audit logs
3. Zendesk QA: How to monitor voice calls and AI agent interactions
4. Custom Objects: How to use tools like data importer, dynamic filters, and object triggers
5. Advanced Routing Queues: Steps to setup secondary overflow groups

Check out all 5 videos on the YouTube playlist to see these capabilities in action 📹 🤓

1) GenAI: How to monitor your team's usage with the new pre-built dashboard

More info: Overview of the Generative AI Agent Tools dashboard

2) Zendesk WFM: Big enhancements to roles, permissions, and audit logs

More info: Managing WFM roles & permissions, Announcing WFM Audit Logs.

3) Zendesk QA: How to monitor voice calls and AI agent interactions

More info: Voice QA and Announcing quality assurance (QA) for AI agents

4) Custom Objects: How to use tools like data importer, dynamic filters, and object triggers

More info: Announcing enhancements to the data importer, Announcing dynamic filtering for lookup relationship fields on tickets, Using custom objects in ticket triggers

5) Advanced Routing Queues: Steps to setup secondary overflow groups

More info: Announcing custom omnichannel routing queues

For even more product news, check out our monthly What's New summaries and our weekly release notes.