Product training 4 - Zendesk Explore

There are two fundamental pieces of Zendesk Explore. There are the pre-built dashboards, and there are custom reports. It is designed to help customers analyze, understand and share business information:

• Explore provides powerful prebuilt reports that help you view and analyze key information about customers
• you can use the tools in explore to build custom reports, when you need reports tailored to your unique needs.

 

Explore provides different accesses to ensure security in your information.

• editors, can create custom reports
• admins, same abilities as editors and can manage viewers permissions
• viewers, can only view reports
   

What is a dashboard?

Is a collection of reports. Basically it is a space to present information about zendesk products

• Prebuilt dashboards, all versions, cannot be modified but cloned.
• Custom dashboards with professional and enterprise plans

 

Default dashboards all users can see these:

• support
• intelligent triage (with add on)
• talk
• Guide
• Chat
• Messaging
• answer bot
• omnichannel
• AI
• Live (explore enterprise)

 

Custom dashboards

With professional and enterprise you can create new dashboards to meet your needs. you need to:

• Create a dashboard
• create data
• customize

*Each square in a dashboard is a report.* 

You can share dashboards with individual users or groups of users that have been added in Zendesk. Users you've shared with will receive an email invitation to view your dashboard.

When you share a dashboard with a user who has the viewer role, they can see and interact with the dashboard. When you share a dashboard with a user who has the editor role, they will have full access to the dashboard.

When you make changes to one of your dashboards, or to a report that's included on the dashboard, the changes aren't automatically re-shared with users. You must publish the dashboard to let users see the latest version.
 

Datasets

The dataset is basically the metrics that you're going to be reporting on. Give you access to your zendesk product data. each dataset contains metrics and attributes that you use to create reports.

You need to choose a data source before creating a report. For more advanced users you can create a new one that combines multiple data sets. 

 

Reports

Two major features that you need to create a report

• Metrics, what are we trying to measure
• Attributes, how do we want them broken down

Other things that are useful: 

• Drill ins: lets you refine the results of your Explore report by slicing metrics using extra attributes you choose or by allowing the report viewer to choose from a range of attributes
• Explosions are similar to rows in that attributes added to the Explosions panel break your report into individual charts based on the attribute's values. Unlike rows, explosions show all charts side-by-side. This provides a simple way to compare results.
• Data sync: If you are on the Explore Lite plan, your data synchronizes once every 24 hours. If you are on the Explore Professional, Enterprise, or Legacy plan, your data syncs begin one hour after the most recent sync ends. The sync time is randomized within the hour and, in some cases, could take up to more than two hours to complete depending on the data size.

Inside report builder we have various tools: 

1. Metrics are quantitative data like the number of tickets, or the number of phone calls.
2. Attributes are qualitative data like agent names and ticket channels. Adding an attribute to a query "slices" your results to make them more useful.
3. Filters enable you to select or exclude values to include in the report results.
4. Calculations let’s you create custom calculated metrics and attributes
5. Result manipulation let’s you create simple calculations based on metrics or attributes you've already added to a report
6. Chart configuration let’s you modify different aspects of your chart to tweak how your data is presented.
7. Visualization type lets you select the type of chart to display your data.

 

In case our clients need more help, support team only provides assistance if you have made an effort.

Resources:

• Slide Deck for Zendesk Explore: Zendesk Explore
• Zoom recording of Zendesk Explore: https://zendesk.zoom.us/rec/share/9qW2tgdT91428PYFbjLaiOCDby1aNcSjnkcpy6KDXc6QugFwNCA3iyq_946PIRcG.bVSggUShhnz9R3uP
  • Código de acceso: +tq2jv1Y