Scribd
Upload
46 views17 pages

Introduction To Analytics

The document provides an introduction to analytics using Zendesk Explore. It discusses how analytics can help capture team data, measure agent performance, understand trends, and improve the customer experience. It also emphasizes defining the key metrics to measure to identify business needs and make data-driven decisions.

Uploaded by

Michael Mwate
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
46 views17 pages

Introduction To Analytics

The document provides an introduction to analytics using Zendesk Explore. It discusses how analytics can help capture team data, measure agent performance, understand trends, and improve the customer experience. It also emphasizes defining the key metrics to measure to identify business needs and make data-driven decisions.

Uploaded by

Michael Mwate
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Introduction to analytics

Craig Hunter
SENIOR INSTRUCTIONAL DESIGNER
DIRECT REPORTS

How will this help you meet your needs?

CAPTURE YOUR MEASURE YOUR UNDERSTAND AND IMPROVE YOUR


TEAMS’ DATA AGENTS’ PERFORMANCE ACT ON TRENDS CUSTOMERS’ EXPERIENCE
POWERFUL ANALYTICS TO LEAD TEAMS

Uncover customer insights

79% 36%
reduction in customer faster resolutions
wait times

SOURCE: ZENDESK CUSTOMER EXPERIENCE TRENDS REPORT 2021


ZENDESK EXPLORE

Datasets, queries, and dashboards


ZENDESK EXPLORE

Datasets, queries, and dashboards


ZENDESK EXPLORE

Datasets, queries, and dashboards


ZENDESK EXPLORE

Datasets, queries, and dashboards


Staff roles

DROP DROP</> DROP


ICON ICON ICON
HERE HERE HERE

VIEWER EDITOR ADMIN


FOR DEMO SCRIPT ONLY / DO NOT RECORD THIS SLIDE

Learn the reporting and analytics


available with an overview of Explore

TIME: ENTER IN MINS


BEST PRACTICE

Define the metrics you need to


measure and determine your
reporting goals beforehand.
DEFINE THE METRICS YOU NEED TO MEASURE

How and when do your customers reach you?


DEFINE THE METRICS YOU NEED TO MEASURE

Are your customers satisfied?


FOR DEMO SCRIPT ONLY / DO NOT RECORD THIS SLIDE

Use the pre-built dashboards to find the


answers to your reporting goals

TIME: ENTER IN MINS


Summary

Make data-driven decisions to your business and teams using analytics.


Increase your operational efficiency as well as your customers’
experience by acting on reporting data and trends.
Define the metrics you need to measure to help identify your business
needs.

You might also like