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. 
 

Explore 产品团队很高兴宣布推出一种通过隐藏和显示列来自定义 Explore 表格的新方法。这样用户可以只选择他们要查看的最重要数据。

此公告包括以下主题：

• 有什么变化，为什么？
• 这将对我有什么影响？
• 我需要做些什么？

有什么变化，为什么？

我们认识到需要提高 Explore 中数据管理的灵活性。此版本可以隐藏或显示 Explore 表格中的列，确保仅向用户显示与其最相关的数据。 

这将对我有什么影响？

Explore 中的编辑者可以根据需求自定义数据视图。通过此自定义功能，您可以专注于重要信息，提高数据分析和决策效率。您还可以隐藏没有价值或希望隐藏的数据。

我需要做些什么？

您无需进行任何操作！此更新将自动推行到您的帐户。只要面板中有实时队列表格，即可显示或隐藏列。

显示和隐藏列

1.在面板中，单击实时队列表格，打开表格自定义菜单。

2.要从表格中删除列，请取消选择工单标签，或打开排序下拉菜单并取消选择不需要的列。要添加列，请打开排序下拉菜单并根据需要选择列。

有关更多信息和示例，请参阅此 Explore 配方。

如果您对此公告有任何反馈或疑问，请访问我们的社区论坛，我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助，请联系 Zendesk 客户支持。 

Explore 产品团队很高兴宣布推出改进的更改专员状态功能：除管理员外，其他拥有适当权限的用户也可以在 Explore 中更改专员状态。

此公告回答了以下问题：

• 有什么变化，为什么？
• 这将对我有什么影响？
• 我需要做些什么？

有什么变化，为什么？

我们听取了您的反馈意见，理解您需要更灵活的专员管理。为解决这一问题，我们已将更改专员状态的权限扩展至管理员以外的用户，只要他们已被授予必要权限。

这项新权限需要自定义用户角色，因此仅限 Enterprise 客户使用。

这将对我有什么影响？

改进后的功能将为管理专员状态带来更多灵活性。Enterprise 客户现在可以将更改专员状态的任务委托给其他团队成员，从而确保高效管理专员的忙闲状态。

我需要做些什么？

您无需进行任何操作。此更新将自动推行到所有 Explore 帐户。有关更改专员状态的更多信息，请参阅使用 Explore 查看实时专员状态和活动。

如果您对此公告有任何反馈或疑问，请访问我们的社区论坛，我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助，请联系 Zendesk 客户支持。

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 nw live in Explore and you can read more about it here: https://support.zendesk.com/hc/en-us/articles/6704549639194-Announcing-ability-to-change-agent-state-from-Explore. 

Thank you for the feedback. These improvement is not on our short term roadmap, but we are currently develop a new table component for new dashbord builder, so table customisation will be taken into consideration as further improvements for the future, 

Thank you for continuing to share your feedback. Keeping the report and dashboard filters in sync with the groups and other field value changes is definitely an important improvement. Unfortunately, it is not a simple update. It will require a rework of the multiple areas and layers of the code, that's why it is not on our short or mid-term roadmap but it is one of the top-of-mind long-term improvements.