Our Help Scout integration now lets you filter metrics by conversation type, giving you more focused insights into your support performance.
When setting up any Help Scout widget, you can now choose to display data for specific conversation channels:
Chat - Live chat conversations only Email - Email support conversations only Phone - Phone support conversations only All - Combined data across all channels (default)
Our Aircall integration now lets you filter metrics by missed call reason on Answered Call %, giving you a more precise view of why calls aren’t being answered.
We’ve massively expanded the range of call-related metrics from Zendesk you can share on your dashboards, opening up a huge range of possibilities for teams using Zendesk Voice.
The new additions can now be found within our existing Zendesk Support integration, and allow you to monitor historical call performance in much more detail than before.
Simply click the new Voice category within our Zendesk Support integration, and select from a range of new metrics including:
These can be filtered by a whole range of call-related filters, such as wait time, handle time, group, team, recording status, and call quality, for even more precision.
You can add a customised call feed too, featuring a number of different call properties alongside each call ID, such as the agent taking the call, answer time, talk and handle time, completion status, call quality and more.
For now, real-time Voice metrics — like calls waiting, current longest wait time, and current agent availability — can still be found within our standalone Talk integration. As ever, get in touch with any feedback or suggestions!
We’ve introduced a new user type called ‘Explorer’ that gives trusted teammates access to Interactive View and Source Data on the dashboards they can see.
Like regular view-only users, Explorers can’t make changes to your dashboards or account settings. But they can now slice and dice metrics using Interactive View and explore the underlying data behind any metric using Source Data.
This means you can give team members deeper access to explore data insights without worrying about them accidentally modifying your carefully crafted dashboards.
To add an Explorer user, head to the People menu and select Explorer from the dropdown when adding your teammate’s email address. You can also give existing view-only users access by going to the Admin section of your account, select People, and change each user’s type using the drop down.
We’ve added Average Handle Time (AHT) to our selection of Zendesk Voice metrics — giving you an industry-standard metric that’s been tough to track until now.
AHT combines talk time, hold time, and wrap time into a single metric, so you can see the complete picture of how long your team spends handling calls from start to finish.
In Geckoboard you can now track this for inbound calls, outbound calls, or both, and filter by agent, number, tag, and more — giving you the flexibility that Zendesk’s own reporting lacks.
No more manual calculations in Excel or complex formulas in Zendesk Explore. Just add the metric to your dashboard and get instant insights into your team’s call performance.
We’re continuing to make it easy to access useful Zendesk metrics in Geckoboard, and have added support for unassigned unsolved tickets, assigned unsolved tickets and unreplied unsolved tickets.
We’ve also shipped a useful improvement to filtering. On most Messaging metrics (apart from Averages) we’ve added the ability to filter by multiple values instead of just one. You can now filter and group all Zendesk metrics by ticket submitter too.
On larger accounts it can sometimes be unclear who is responsible for managing a dashboard, when it was last updated, and whether the information is still relevant. To make it easier to know who is the main point of contact to channel feedback and suggestions to, we’re introducing dashboard verification.
Individual dashboards can now be assigned an owner who is responsible for verifying the information on the dashboard is relevant and up-to-date. Verified dashboards are labelled with a green tick, giving everyone peace of mind that what they’re seeing on the dashboard can be fully trusted.
We’ve also added the option to request a detailed breakdown of a dashboard’s history - who changed what, and when - helping you to stay in control and maintain data accuracy. Head to the ‘More’ button on your dashboard to take a look.
Following on from our recent launch of numeric filters for Zendesk, HubSpot, Aircall and Pipedrive, we’ve now expanded this functionality to our Google Analytics and Google Ads integrations.
You can now filter a wide range of metrics by numeric values, including:
Google Analytics: Session length, sessions per user, views per user, views per session, conversions, event count, revenue, ad impressions and more.
Google Ads: Average cost, CPC, CPM, conversions, conversion value, clicks, cost, impressions and more.
Want to track how many visitors to your website have had 3 or more sessions? Or monitor ad campaigns with spend above $1000? Simply click ‘filter’ on any supported metric and choose from equals, does not equal, greater than, or less than options.
We’ve added a new set of metrics to our Zendesk Support integration that track how many touches it takes to resolve tickets — helping you spot efficiency patterns and flag complex cases where you might want to step in.
You’ll find these new metrics under a new category within your Ticket metrics - Agent replies distribution:
All metrics can be filtered by channel, assignee, tag, and other criteria for deeper insights into your support team’s performance.
If you’ve got more than a handful of dashboards in your Geckoboard account, you’ll be very happy to learn we’ve shipped a new way to organize and group your dashboards into folders.
Admins on a Pro plan or above can create a new folder by opening up the list of dashboards to the left of your account, and clicking the folder icon in the top right. You can then organize your existing dashboards into these folders for better structure and easier navigation.
What might you use this for? We use this on our own account in a number of ways:
Whether you’re managing dashboards for multiple teams or just want to keep your own collection tidy, folders give you the flexibility to structure things exactly how you need them.