Product updates

If your team takes calls in Dialpad, you can now put those calls on a Geckoboard dashboard. Our new Dialpad integration covers live queue activity, inbound and outbound call performance, and agent availability.

Live queue metrics. Calls waiting, longest wait, active calls and longest active call update as soon as something changes in Dialpad.

Inbound calls. Track inbound, answered and missed calls, answered call %, voicemails, speed to answer, wait time and inbound call duration.

Outbound calls. Track outbound calls, connected calls, connected rate and outbound call duration.

Queue health. Abandoned calls, abandon rate and service level. We measure service level against your custom target in Dialpad.

Agents. See how many agents are on duty, available, on a call, in wrap-up, unavailable or busy. Or show the whole team’s current status in a table.

CSAT. See the average rating callers give after a call, overall or per agent.

Build a leaderboard of top call answerers, chart calls by hour, and set up Slack or MS Teams alerts for when the queue gets too long.

Available now. Select Dialpad from the list of data sources in Geckoboard and connect with a Dialpad company admin account.

A new positive CSAT rating in Zendesk Support can now trigger a full-screen celebration on your dashboard.

Available now in the Zendesk Support integration, under Satisfaction > Satisfaction comments.

Geckoboard now supports Aircall missed calls broken down by agent.

The new Missed calls per user and Missed calls % per user metrics show who's missing calls and each agent's miss rate. The Missed calls per user list gives you more detail on each missed call, allowing you to see who declined and who simply didn't pick up.

Available now for Aircall.

If you use omnichannel routing in Zendesk you can now build widgets displaying data from your custom queues. See at a glance how many tickets are waiting per queue, the longest wait time, whether exits are outpacing entrances, and more.

The new metrics are:

• Tickets in queue
• Longest / average time in current queue
• Longest / average total queuing time, which shows how long a ticket has spent in all queues across its whole lifetime, and isn't available in Zendesk's own reporting
• Tickets entered / exited queue
• Wait time, which enables tracking the trend over time in the average or longest wait time

Each can be filtered or broken down by queue, channel, primary or secondary group, or the reason work entered or left the queue.

Since these widgets live on a Geckoboard dashboard, not a locked-down report, they're fully customisable and instantly shareable, meaning you can put live queue data in front of the people who can actually make an impact on performance - the team.

And, as well as displaying on dashboards, these new queue metrics can be hooked up to Slack and MS Teams alerts to make the team aware of any sudden spikes that they need to get on top of.

Available today in the Zendesk integration.

Got a lot of dashboards? You can now search for them right from the sidebar, instead of scrolling through dashboards to find the one you want.

Start typing in the search bar and the list filters to matching dashboards, automatically opening any folder that contains a match and highlighting the matching text.

We now support deleting a group of widgets at once, so there’s no longer any need to delete them one by one within a group.

Hover over a group and click the gear icon to open its settings menu, then choose Delete group to clear the whole group in a single action.

If your financial year doesn’t start January 1st, “This year” and “This quarter” never quite matched how your business actually reports.

You can now pick whichever date matches how your team actually works, and Geckoboard will remember your choice. This financial year, Last financial year, and every quarter option shift to match it, consistently across charts, date filters, and the underlying data.

Available now for HubSpot, Zendesk, Aircall, and Pipedrive.

Your dashboards have some fresh looks to choose from. We've added six new built-in themes: Slate, Pine, Matcha, Clay, Paper, and a brand-new Light (the previous light theme is still around as Classic Light).

Each one was designed to stay readable across the room, with high-contrast text and chart colors picked so every series stays easy to tell apart.

Open Customize > Theme on any dashboard to try them out. Available now on all plans.

Once you’ve got the colors right on one dashboard, you can now easily reuse them everywhere else, and keep your dashboards consistent and on-brand.

Open Customize > Theme, pick Copy from existing dashboard…, and choose any custom theme already in use across your account.

Available now on any plan that includes custom themes.

Line charts now support a cumulative option, showing a running total of your data over the selected period. This is a great way to track your progress towards an overall target. Enable it now on your dashboards via the Visualization options > Cumulative setting.

Available now for all our integrations.