Zendesk Explore provides you with pre-built dashboards that display your most important data in an easily accessible format. Any user that you enable Explore for will be able to view the pre-built dashboards, no matter the user role (see Adding users to Explore). Along with analyzing data, you can use the pre-built dashboards as a template for creating your own queries and dashboards.
About Explore's pre-built dashboards
The pre-built dashboards provide you with an overview of your key metrics and attributes. Anyone added to your Zendesk Explore can view the pre-built dashboard data. You can access your pre-built dashboards by clicking the Explore icon () in the product tray, then select the dashboard.
Below are the pre-built dashboards currently available in Explore. This list will be continuously updated as more dashboards are released:
- Overview dashboard provides information on your overall important Zendesk Support metrics. This includes information on reply time, resolution time, solved tickets, created tickets, and reopened tickets. See Reporting Overview for more information.
- Efficiency dashboard analyzes how efficiently agents are solving tickets by measuring key ticket and time-based metrics. See Efficiency for more information.
- Agent Activity dashboard focuses on performance metrics for an individual agent. You must select an agent at the top of the dashboard. See Agent Activity for more information.
- Leaderboard dashboard shows your top updaters and key headline metrics as averages. You can use this dashboard to identify your top performing agents. See Leaderboard for more information.
- Backlog dashboard displays a snapshot of your unsolved tickets. The Backlog dashboard provides an easy way for you to view your historic data and analyze past trends. See Backlog for more information.
- SLAs dashboard displays how well you are meeting your SLA policies. You must have active SLA policies to use this dashboard. See SLAs for more information.
While the pre-built dashboards provide you with an overview of all results, you can use filters to restrict results to more target areas. The next section in this article will discuss how you can interact with pre-built dashboards to narrow results.
Interacting with pre-built dashboards
While you cannot edit pre-built dashboards, you can use the dashboards' different interaction options to restrict which data to view and how to view it. This section will detail what the different interaction options are, where they are located, and how you can use them effectively. For more information see Interacting with dashboards.
Users can interact with pre-built dashboards in the following ways:
The Zendesk Explore pre-built dashboards contains an overview of the different data in your Zendesk Support. However, you can use filters to restrict the data shown to more specific values. For more information on filtering results, see Filtering by attribute values.
Filters are located at the top of the pre-built dashboard.
Not every pre-built dashboard contains the same filters. Below are the filters available for each pre-built dashboard:
- Overview: Date, Group, Assignee, Channel, Organization, and Brand.
- Efficiency: Date, Group, Channel, Organization, Brand, and Customer.
- Agent Activity: Date, Agent, and Brand.
- Leaderboard: Date, Group, Channel, Organization, Brand, and Assignee.
- Backlog: Group, Assignee, Channel, Priority, Ticket Type, and Brand.
- SLAs: SLA Policy, SLA Metric, Ticket Group, Ticket Form, Ticket Brand, and Requester Organization.
When you click on a filter, you will be presented with a drop-down list of values. You can choose to include or exclude specific values from the query results on your dashboard. This enables you to focus in on a specific group, channel, etc. See Filtering by attribute values. for more information.
Zendesk Explore presents your data as dynamic queries or reports, so you can quickly analyze your data. However, you might want to save the current version of the query, or view the data in a different format. You can save data shown on an individual query or an entire dashboard to your computer using the export interaction. You can use Export on either queries or dashboards.
To export a single query
- Hover over the query you want to export.
- Click the Export icon in the bottom right corner of the query.
- Select from the following export options:
- Export format: Select from either CSV, image, or Excel.
- Size: Select either a pre-set or custom size. If you select custom size, you will need to enter the width and height. If you check Keep ratio, the width or height will adjust proportionally when you change values.
- Click Export.
- Click the Export button at the bottom left corner of the dashboard.
The dashboard or query in the selected file format and size will be downloaded to your computer.
Changing chart types
For some queries on your pre-built dashboards, you can change the chart type or visualization used. This is done using the Visualization Selector feature. If a query has Visualization Selector enabled, the different visualizations a viewer can switch to are shown as icons in the top left corner of the query.
For example in the image above, the Tickets Created by Channel over time query on the Zendesk Support Overview dashboard permits you to switch between column and line charts. This gives you the flexibility to view the queries in the best visualization for you.
Editing pre-built dashboards
You can duplicate a dashboard by clicking Clone at the top of the dashboard. You can also duplicate a dashboard in the Dashboards library(), by selecting Clone from the Settings () drop-down list to the right of the dashboard name. For more detailed information on duplicating dashboards, see Duplicating pre-built and shared dashboards.
The next article in this getting started guide will introduce you to queries in Zendesk Explore. See Getting started with queries to proceed onto the next section. If you would like to view a different article in the getting started guide, see Getting Started guide index.