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535,103 followers

3mo

📊 Track your team’s usage of GenAI tools with Zendesk’s new pre-built dashboard. Watch more product spotlight videos like this one in the Zendesk Community: https://zdsk.co/3xJ2YCR

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Transcript

Hey there. I want to show you this prebuilt dashboard in Explore that lets you monitor how much your team is using tools like Summarize, Expand, and Tone Shift. Now we can see right at the top that we've generated over 800 summaries, expanded over 3000 messages, and between ��make more friendly�� or ��make more formal,�� it looks like the more popular option is ��make more friendly,�� which we've used over 6000 times. Now across all of our tickets, we can see a breakdown of when we have used these tools versus when we haven't, and we're using these tools at around 6% of all of our tickets. This chart on the right shows us the variance from week to week where we can see that in general it's pretty consistent. We're usually using these tools around 2500 times up to 3000 times per week. At the bottom is one of my favorite parts. This is the top ten list that shows you all of your agents and who's using these tools the most. So Roxelle��s leading the pack. She's used ��make more friendly�� over 800 times. Now, if we scroll back to the top and go to the ticket metrics tab, we can see a few other things. Now this dashboard shows us a breakdown of how we're using these Gen AI tools and how it compares to some key metrics like ��requester wait time�� and ��total resolution time.�� Now, I think the best way to look at this chart is to put your mouse over the ��No AI Usage,�� because this shows us a breakdown of just just the times when we're not using any of our AI tools. So this green bar shows us that our ��requester wait time�� is around four days where we��re not using the tools. If you compare this to the other bars where we are using tools like Expand, Make More Formal or Make More Friendly, you can see that those bars in general are a little bit lower, which is great. It shows us that there's a correlation that when we are using these tools, we have a shorter requester wait time. Now with all this data, it's built on the underlying data set, which is available in Explore, which you can use to build custom dashboards. So an example of that is a dashboard like this one that I built out. Now if you're a team lead, you might want to see a breakdown of who's using what tools across your specific team. And that's what I have right here. I have my agent names on the left, and I can see how many tickets they've used these tools on, and then a specific breakdown of which tool they��ve used the most. And that's it. That's a quick overview of this prebuilt dashboard in Explore to monitor how your team is using generative AI tools like Summarize, Expand, and Tone Shift.

SubLyft

3mo

This is fantastic! The ability to track GenAI tool usage can provide valuable insights into team productivity and tool effectiveness. How customizable is the dashboard, and can it integrate with other analytics tools?

2 Reactions

Anne Provost

Consultante Experte Zendesk chez Officers

3mo

Exactly what we needed 🤘

2 Reactions

Marcelo Vicente

Planejamento estratégico l Projetos PJ | Metodologia Ágil | Processo de Melhoria Contínua | Expertise em gestão comercial

3mo

Impressive

1 Reaction

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