Hey all,
We just moved to Workspaces and enabled messaging instead of chat. As a start what are most of you monitoring after building your decision trees?
I am however looking for the following as a start (The canned dashboard isn't helpful):
- Ability to drill into flows. Eg. if a customer clicks Billing and Payments, need to see what most of them clicked next
- Drill into what flows were resolved by the flow and not transferred to an agent
Thanks for sharing your experience with moving to Workspaces and switching to messaging!
Your focus on drilling into flows to better understand customer journeys and resolution rates is spot on. While the canned dashboard offers a basic overview, building custom reports in Zendesk Explore can give you much deeper insights, such as:
- Tracking user navigation through decision trees to see step-by-step flow paths
- Identifying which flows lead to successful resolutions without agent involvement
- Measuring transfer rates from flows to agents to understand when handoff occurs
Additionally, some teams use third-party analytics tools or custom events capturing to enhance drill-down capabilities.