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REGRESAR / TABLEROS / ZENDESK

ZENDESK TABLERO

Zendesk ticket count metrics by status, user, and satisfaction ratings.

Octoboard data dashboard: Zendesk application dashboard
Zendesk is a customer service and support ticket platform that allows you to receive, track and respond to inquiries and requests from customers. Enable this integration to see these metric groups in Octoboard:

  • Tickets statistics
  • Activity streams
  • Agents rankings

Important: Zendesk Team, Professional or Entreprise plans may be required for some Zendesk Talk metrics to be displayed.
Notas
Use your standard Zendesk login and subdomain (subdomain.zendesk.com) to start collecting data. Octoboard requires read-only access.
350
PRUÉBELO
Revisado el:
16-Sep-20
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Actualización de datos:
Información de datos:
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ZENDESK PLANTILLA

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OCTOBOARD dashboards, templates and reports gallery: Zendesk online support dashboard for startups

ZENDESK SUPPORT TEAM PERFORMANCE

Zendesk DevOps dashboard for startups and support teams
USE ESTA PLANTILLA
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OCTOBOARD dashboards, templates and reports gallery: Zendesk online support report for startups

ZENDESK SUPPORT TEAM PERFORMANCE (REPORT)

Zendesk dashboard for startups and support teams
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OCTOBOARD dashboards, templates and reports gallery: Zendesk talk devops dashboard for business

ZENDESK TALK PERFORMANCE

Key Zendesk Talk performance metrics
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ZENDESK MÉTRICAS

ENTRADAS CREADAS

Number of support tickets raised daily
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ENTRADAS RESUELTAS

Number of support tickets resolved each day
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CSAT

Percentage of good customer satisfaction rating
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TIEMPO DE RESPUESTA

Average time of first response
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FUENTE DE ACTIVIDADES

Recent tickets
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TIEMPO DE RESOLUCIÓN

Average time it takes for ticket to be resolved
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ENTRADAS NO RESUELTAS

Number of unresolved tickets
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ENTRADAS NO ASIGNADAS

Number of unassigned tickets
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PRIORIDAD DE ENTRADAS

Tickets priority breakdown
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ESTADO DE ENTRADAS

Tickets status breakdown
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TIPO DE ENTRADAS

Tickets type breakdown
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CLASIFICACIÓN DE AGENTES

Agents ranked by tickets
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ENTRADAS EN VIVO

Real-time live tickets feed.
Descripción
Shows real-time Zendesk tickets with indications of priority (Low, Normal, High), status (New, Open, Pending, Solved) and ticket type (Questions, Incidents, Tickets, Tasks). Tabular format is used. Suitable for Office TV dashboards.

This is real-time widget. It is available in Business product (not in Agencies), starting from plan TEAMS.
USE ESTA MÉTRICA

FUENTE DE ENTRADAS

Real-time live tickets feed.
Descripción
Shows real-time Zendesk tickets with indications of priority (Low, Normal, High), status (New, Open, Pending, Solved) and ticket type (Questions, Incidents, Tickets, Tasks). It uses compact format suitable for online data displays and for easier data sharing.

This is real-time widget. It is available in Business product (not in Agencies), starting from plan TEAMS.
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DURACIÓN PROMEDIO DE LLAMADA

Average time of call across all calls
Consejos
Required plan: Zendesk Team
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TIEMPO PROMEDIO DE ESPERA

Average time caller spent in queue waiting to be routed to an agent
Consejos
Required plan: Zendesk Team
USE ESTA MÉTRICA

TIEMPO PROMEDIO DE CONCLUSIÓN

Average wrap-up time across all calls
Consejos
Required plan: Zendesk Team
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DURACIÓN TOTAL DE LLAMADA

Total duration of all calls
Consejos
Required plan: Zendesk Team
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TOTAL DE LLAMADAS

Total number of inbound and outbound calls
Consejos
Required plan: Zendesk Team
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TOTAL DE MENSAJES DE CORREO DE VOZ

Total number of calls that went to voicemail for any reason
Consejos
Required plan: Zendesk Team
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TIEMPO TOTAL DE CONCLUSIÓN

Total wrap-up time across all calls
Consejos
Required plan: Zendesk Team
USE ESTA MÉTRICA

TIEMPO PROMEDIO DE DEVOLUCIÓN DE LLAMADA

Average callback time
Descripción
Average callback time a customer has been waiting for an agent in the queue. Excludes Available agents greeting
Consejos
Required plan: Zendesk Professional
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TIEMPO PROMEDIO EN ESPERA

Average time caller spent on hold per call
Descripción
Source: Account Overview
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TIEMPO PROMEDIO PARA RESPONDER

Time from system response to agent connect
Descripción
Average time between system answering a call and customer being connected with an agent. Includes greetings and other recordings played
Consejos
Required plan: Zendesk Professional
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TOTAL DE SOLICITUDES DE DEVOLUCIÓN DE LLAMADA

Total number of callback requests (successful or not)
Consejos
Required plan: Zendesk Professional
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TOTAL DE USUARIOS QUE COLGARON

Total number of calls where customer hung up while waiting in the queue
Consejos
Required plan: Zendesk Professional
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TIEMPO TOTAL DE ESPERA

Total hold time across all calls
Consejos
Required plan: Zendesk Professional
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TOTAL DE LLAMADAS ENTRANTES

Total number of inbound calls
Consejos
Required plan: Zendesk Professional
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TOTAL DE LLAMADAS SALIENTES

Total number of outbound calls
Consejos
Required plan: Zendesk Professional
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AGENTES POR TIEMPO DE CONCLUSIÓN

Average wrap-up time across all calls
Consejos
Required plan: Zendesk Team
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AGENTES POR LLAMADAS RESPONDIDAS

Total number of calls agents answered
Consejos
Required plan: Zendesk Team
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AGENTES POR LLAMADAS RECHAZADAS

Total number of calls agents denied
Consejos
Required plan: Zendesk Team
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AGENTES POR LLAMADAS PERDIDAS

Total number of calls agents missed
Consejos
Required plan: Zendesk Team
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AGENTES POR TIEMPO DE CONVERSACIÓN

Total talk time across all calls (excludes hold time and consultation)
Consejos
Required plan: Zendesk Team
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INFORMACIÓN GENERAL SOBRE AGENTES

Online agents ranking by answered calls and other metrics.
Consejos
Required plan: Zendesk Team
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