Resources for reporting and analytics

This article contains resources for setting up and using Zendesk analytics. The resources for reporting and analytics can be found in the following sections:
Getting started
Analytics basics
Setting up reporting and analytics
Viewing and using dashboards
Creating dashboards
Publishing and sharing dashboards
Viewing and using real-time monitoring dashboards
Building reports
Customizing reports
Writing formulas
Performing calculations
Explore recipes


Getting started


Welcome to Explore for reporting and analytics
Explore quick start guide
Getting started with reporting for employee service


Getting started with Zendesk Explore for reporting and analytics
Getting started with Zendesk Explore: Hands-on tutorial
Evaluating reporting and analytics in your Zendesk Suite trial




Analytics basics


Resources for reporting and analytics (this article)
About the Zendesk Explore plan types
Navigating the Explore interface
Data refresh intervals for analytics


Explore FAQ: Understanding Explore Enterprise
Reporting glossary
Explore product limits




Setting up reporting and analytics


Activating Explore and giving yourself access
Giving users access to Explore
Setting Explore dataset permissions
Setting default chart colors and export settings
Setting the start of the week for reports and filters


Browsers supported by Explore
Allowing network IP addresses for Explore
HIPAA considerations when using Zendesk Explore
Privacy and data protection law resources for Explore




Viewing and using dashboards


Understanding dashboards
Analyzing quick answers results
Analyzing your Copilot activity
Overview of the Zendesk Copilot: Agent productivity dashboard
Analyzing agent productivity
Overview of the Intelligent triage dashboard
Viewing Explore dashboard information and activity
Overview of the Zendesk Support dashboard
Overview of the Zendesk Knowledge dashboard
Overview of the Zendesk Voice dashboard
Overview of the Zendesk Chat dashboard
Overview of the Zendesk Messaging dashboard
Overview of the Zendesk AI agents dashboard


Overview of the Explore live dashboard
Overview of the Explore live performance data by channel dashboard
Overview of the omnichannel routing queues live monitoring dashboard
Overview of the omnichannel agent state and activity dashboard
Viewing dashboards
Interacting with dashboards
Seeing live agent status and activities
Seeing live agent status with Explore: Use cases
Exporting dashboard tabs and reports
Exporting datasets from Explore
Understanding discrepancies between the Voice live calls dashboard and the Explore live dashboard
Understanding discrepancies between Knowledge and Google Analytics data in Explore
Understanding discrepancies between Explore reports and exports
Analyzing activity for AI agents - Essential




Creating dashboards


About the legacy Explore dashboard builder
Migrating legacy Explore dashboards to the new dashboard builder
Best practices for migrating to the new Explore dashboard builder
Comparing features available in the dashboard builder
Creating dashboards
Adding reports to dashboards
Adding and arranging dashboard components
Adding interactive dashboard components


Best practices for using dashboard filters
Customizing dashboards
Cloning dashboards
Working with dashboard tabs
Adding alert thresholds to Explore live data components
Adding live data and live filter components to dashboards
Live data components for Explore dashboards
Live data limits for Explore dashboards




Publishing and sharing dashboards


Bookmarking dashboard states with filtered views
Configuring Explore dashboard sharing permissions
Sharing and publishing dashboards
Sharing Explore dashboards outside Zendesk


Scheduling dashboard deliveries
Scheduling dashboard deliveries with end users
Turning off Explore dashboard and report interactivity
Dynamically adapting dashboard data based on viewer




Viewing and using real-time monitoring dashboards


About real-time monitoring dashboards
Accessing the real-time monitoring dashboards
Using the incoming tickets real-time dashboard
Using the ticket progress real-time dashboard


Using the agent productivity real-time dashboard
Sharing real-time monitoring dashboards
Understanding real-time dashboard limitations




Building reports


Understanding datasets
Understanding reports
Working with datasets
Creating AI-powered quick reports using natural language
Metrics and attributes for omnichannel engagements
Metrics and attributes for omnichannel routing queues
Analyzing omnichannel routing queues
About native Chat time duration metrics
About native Call time duration metrics
Using SQL to filter reports
Metrics and attributes for Zendesk Support
Metrics and attributes for Zendesk Knowledge
Metrics and attributes for live chat
Metrics and attributes for Zendesk messaging
Metrics and attributes for Zendesk Answer Bot
Metrics and attributes for Zendesk Voice
Metrics and attributes for agent state, activity, and productivity


Metrics and attributes for Zendesk AI
Working with the report builder (Beta)
Creating reports
Using metrics and attributes in reports
Working with reports
Interacting with reports
Cloning a report
Reporting on user and organization data with Explore
Analyzing agent ticket touches with Explore
Reporting with tags
Reporting with custom fields
Understanding ticket channels in Explore
About native Support time duration metrics
Using average or median aggregators
Editing dates and date ranges
Choosing metric aggregators
Setting a metric's default and visible aggregators




Customizing reports







Editing reports
Customizing reports
Customizing your chart types and options
Editing metrics and attributes
Filtering a report
Changing the format of results
Sorting results
Working with tables
Working with datatips


Using drill in to refine your reports
Using stacked charts to display results
Chart types for comparing trends over time
Chart types using metrics as axes
Chart types for comparing metrics
Chart types for comparing categories
Chart types for displaying workflow
Chart types for comparing values to total results





Writing formulas


Formula writing resources
Explore functions reference
Writing Explore formulas
Working with aggregation-level functions
Working with earliest and latest date functions


Using the IF THEN ELSE function
Working with data types in Explore formulas
Troubleshooting errors in Explore formulas
Adding multiple conditional expressions with SWITCH




Performing calculations







Using result manipulations and calculations
Creating standard calculated metrics and attributes: Hands-on tutorial
Creating standard calculated metrics and attributes
Adding date calculated metrics
Creating a top/bottom filter
Organizing values by groups and sets
Using result metric calculations


Using result path calculations
Using forecasting to predict results
Adding totals to results
Selecting the metric result range
Hiding rows and columns
Setting result manipulation order





Explore recipes


Explore recipes reference
New and trending Explore recipes

Explore recipe showcase

