We’re excited to announce that Zendesk Explore now supports Zendesk Talk data. This release includes two pre-built dashboards that give you an overview of the phone support your team provides as well as detailed team performance metrics. You'll also notice a new Talk dataset available that you can use to build custom charts and dashboards that align with your overall support business objectives.
New Talk Dashboards
We are introducing two default dashboards: Talk Overview and Talk Agent Activity.
This dashboard provides a high-level overview of key Talk metrics to that you can monitor over time, including:
- Daily call volumes
- Abandoned calls
- Wait time
Talk Agent Activity
This dashboard allows you to monitor the performance of your Talk agents for coaching and training purposes, including metrics like:
- Missed or declined calls
- Hold times and wrap up time
- Agent talk time
Both dashboards are available to all customers involved in the Explore early access program with a Talk Professional plan or higher. Learn more about these dashboards here.
New Talk Data Source
With direct access to Zendesk Talk data you can create custom queries and dashboards that align with your overall support objectives or report more granularly on the phone support your team provides. This new data source includes a number of metrics and attributes, such as:
- Calls, voicemails, abandoned calls, declined calls
- Wait time, Talk time, Hold time
- Wrap up time
- Agent details
This data source is available to all customers involved in the Explore early access program with a Talk Lite plan or higher. More details on the new “Calls” data source can be found here.
Explore Early Access Program
Explore is currently available via an early access program. Don't hesitate to sign up here.
Any question or suggestions?
Feel free to post any suggestions for improvements in the product feedback forum or reach out to email@example.com with any questions.