Understand team performance

with pre-built dashboards

Craig Hunter
SENIOR INSTRUCTIONAL DESIGNER
 PRE-BUILT DASHBOARDS

How can ready-made dashboards help you?

POWERFUL AND TRIED AND GAIN IMMEDIATE

ROBUST ANALYTICS TESTED REPORTING INSIGHT INTO YOUR TEAM
ASK YOURSELF

Do you know your busiest days and hours?

Which channels do your customers use?

What type of requests do you get?

 FOR DEMO SCRIPT ONLY / DO NOT RECORD THIS SLIDE

Navigate the Tickets tab of the

Support pre-built dashboards

TIME: ENTER IN MINS

BEST PRACTICE

Hovering over KPIs or data points in a

graph will result in pop-up datatips with
further information helping you to
thoroughly review what reporting queries
already exist.
 THE PILLARS OF SUPPORT

Agent efficiency and customer satisfaction

 FOR DEMO SCRIPT ONLY / DO NOT RECORD THIS SLIDE

Gain visibility into agent efficiency and

customer satisfaction in Zendesk Support

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KNOWLEDGE CHECK
Efficiency
Question
Which tab in the Support
pre-built dashboard contains
reporting data on ticket
comments? Assignee history

Agent updates

Satisfaction
KNOWLEDGE CHECK
Efficiency
Question
Which tab in the Support
pre-built dashboard contains
reporting data on ticket
comments? Assignee history

Agent updates

Satisfaction
 FILTERS

Dig deeper into your data

Time Data values Selector Top/bottom

 FOR DEMO SCRIPT ONLY / DO NOT RECORD THIS SLIDE

Use filters to dig deeper into your data

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TROUBLESHOOT

Question
An admin wishes to know which
days of the week have been
busiest for their Tier 1 Support
team so far this year.

What steps should they take to

find out this information?
TROUBLESHOOT

Question
An admin wishes to know which
days of the week have been
busiest for their Tier 1 Support
team so far this year.

What steps should they take to

find out this information?
TROUBLESHOOT

Question
An admin wishes to know which
days of the week have been
busiest for their Tier 1 Support
team so far this year.

What steps should they take to

find out this information?
KNOWLEDGE CHECK

Question
Why is there no time filter on the
Unsolved tickets tab?
KNOWLEDGE CHECK

Answer
This tab is a live snapshot of
your current Zendesk.
Summary

Explore’s pre-built dashboards are powerful and robust.

Dedicated tabs of related queries in the pre-built dashboards focus on
agent efficiency and customer satisfaction allowing you to review and
act when necessary.
Navigating them will help you manage your team effectively and using
filters will easily let you dig deeper quickly.