This month, the Explore product team has released some exciting new updates, including new dashboards and dataset improvements for Zendesk Guide, as well as usability changes. These updates should make it easier to get to the data you’d like to analyze and share it with the right people. Let’s take a look at everything that’s new!
New Guide dashboards
Updates to datasets and dashboards
We’ve released two new dashboards related to Zendesk Guide, now giving support teams the ability to analyze data from Answer Bot and the Knowledge Capture App using Explore. These dashboards feature metrics like resolution rate, number of resolutions, agent engagement, linked articles, and more. We have wrapped up an associated dashboard and are resolving issues related to tracking knowledge content.
Next up: Our team is working on dashboard and dataset improvements for Zendesk Chat, Skills-Based Routing, and Team Publishing.
A few weeks ago, we rolled out changes to the Query Builder and mentioned that these were the first of many.
We’re happy to announce that we launched a new layout featuring easier discovery of functionality and descriptive copy to help teams understand what to do next, with simplified actions allowing you to save, add to your dashboards, clone dashboards, and export data.
We’re also excited to roll out the ability to quickly select a previously built query as a starting point. Next, we’ll be pushing an update that gives users access to pre-built query templates.
Our amazing product design team has spent quite a bit of time meeting with customers and collecting feedback to inform Explore’s datasets.
We are excited to make UI improvements to the dataset selection page aimed at reducing the amount of guesswork it takes to get started. These UI improvements provide additional contextual information about the datasets and make it easy for users to find what they’re looking for with new sorting functionality.
Sharing dashboards with Individuals and Groups
Admins and editors can now share dashboards with Support agents, groups defined in Support, or both to enable easier collaboration.
Note: When sharing a dashboard with an editor, that editor will have full access to the dashboard.
As always, we would absolutely love your feedback on these recent updates. Please feel free to leave a comment below or start a conversation in our community.