Zendesk product insights exchange on real-time monitoring

Thanks for joining our Product insights exchange focused on Zendesk’s new real-time monitoring platform. Here’s a quick recap of the highlights:

Insights and highlights

We unveiled our vision for a stronger, more powerful real-time monitoring experience, designed to close the gap between live KPIs and historical reporting. You saw a live demo of our upcoming platform featuring omnichannel dashboards, recent history trends covering the last 7 days, robust filtering, and drill-in options to uncover insights across the entire ticket lifecycle. We also shared plans for better agent activity insights, intuitive queue views, and actionable alerting when anomalies arise.

Here's a recap of what's on the horizon for real-time monitoring

• Stronger real-time monitoring experience: We shared our vision for an enhanced platform that provides more comprehensive and timely insights.
• Bridging live KPIs and historical data: The new platform aims to close the gap between immediate real-time metrics and deeper historical reporting for a fuller picture. The platform lets you review activity over the past seven days, helping track patterns and spikes effectively.
• Robust filtering: Advanced filters enable you to customize your data view to further analyze specific segments of your service data.
• Ticket Drill-in: You can explore detailed ticket and agent information right from these dashboards, gaining valuable insights quickly.
• Enhanced agent insights: Plans include richer views of agent activity to help understand performance and workload.
• Intuitive queue views: Simplified dashboards to monitor ticket queues and backlog status at a glance.
• Actionable alerts: In a future scope the platform will notify you of anomalies or issues promptly, helping you stay proactive.

What we learned

We received great feedback on the need for more flexible filtering, dashboard customization, and exporting options. We understand the importance of integrating workforce management and quality assurance data and leveraging AI to highlight data anomalies. You valued the transparency about timelines and in-development capabilities like refined ticket drill downs and performance metrics at the ticket and agent level.

Upcoming releases

• Open Early Access Program (EAP) launching in July with real-time KPIs, advanced filters, and 7-day history views.
• General Availability (GA) planned for Q3 with omnichannel dashboards for incoming tickets, ticket progress, and agent productivity.
• Improved filtering, customization, and deeper ticket drill downs based on your feedback.
• Proactive alerts for anomalies to keep you informed without constant monitoring.
• Select workforce management (WFM) and Quality assurance (QA) metrics integrated for a complete contact center overview.

We appreciate you helping us build the best real-time monitoring platform. Stay tuned for updates, we’re excited to grow this with you!

These features are currently at different points in their development, but we remain dedicated to incorporating your feedback to improve our product. Together, we’ll keep building the future of Zendesk.

The Zendesk Product insights exchange will continue with our next event focused on exchange on security and authentication, focused conversation on security and authentication hosted by Zendesk’s product team. It will cover key topics like API security, two-factor authentication, and passwordless trends, aiming to balance strong protection with user convenience, stay tuned to get more details!

Webinar resources

• Zendesk Product Insights Exchange on real-time monitoring
• Zendesk Product Insights Exchange playlist