In between carving jack-o-lanterns and drinking pumpkin spice lattes, the Explore product team has been quite busy this month. The team has been focused on building new datasets in Explore as well as some cosmetic updates to make Explore easier to navigate and use.
Chat analytics, available now in Explore
We’re excited to launch Chat data in Explore. In Explore, you'll notice that a Chat Engagement dataset has been made available as well as a new pre-built dashboard for Chat. The Chat dashboard exposes key chat related metrics that make it easy for your business to understand the impact of live chat.
With the new Chat dataset, your team will be able to create customized reporting, to deeply understand how customers interact with your business using Zendesk Chat.
Understand the impact of Skills-Based Routing
Skills-based routing is an exciting feature that was recently added to Zendesk Support. In an effort to provide visibility into these new workflows, we’re excited to add skills-based routing data to the Tickets, Users, and Organizations dataset.
Skills data is now integrated into the Tickets dataset and we’re working on a corresponding dashboard. With this dataset, you’re able to understand how many tickets are submitted to your support team that align with the skills of your agents—and learn more about where your team may need some additional training.
Usability improvements to Explore dashboards
We’ve made some icon updates to the Chart Builder UI. You’ll notice that we’ve removed the trash can icon and instead replaced it with a new query button. We’ve found that this small change is more intuitive for users who are looking to create multiple queries in a single sitting.
In the coming weeks, you’ll see some additional UI tweaks coming out. We’ll soon be making changes to the shape and style of dashboard tabs and updating the look and feel of dashboard filters.
Start Exploring in New Languages
Our team has been working hard to localize Explore in a variety of languages and soon, you’ll be able to Explore your data in over 27 languages. Interested in learning more about what languages Zendesk supports? Check out this article to learn more.
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.