Track Zendesk Talk data in Geckoboard

In this article, we'll show how to display information from your Zendesk Talk data on your Geckoboard dashboard.

The Zendesk Talk integration has been designed for the Zendesk Talk product. Adding this data to a dashboard allows you and your team to keep an eye on live call volume, spot issues quickly, stay on track to hit your goals and, above all, deliver better service to your customers.

Tip

Get all your Zendesk metrics onto Geckoboard by using our Zendesk Support integration in combination with this one.

Which metrics and visualizations are available in this integration?

A variety of metrics are available through a Number and Leaderboard visualizations.

Numbers

The following metrics are currently available as a Number:

Current Queue Activity

  • Agents online
  • Average wait time
  • Callbacks waiting in queue
  • Calls waiting in queue
  • Longest wait time

Today So Far

You can measure the Average:

  • Agent available time
  • Agent online time
  • Call duration
  • Call length
  • Callback wait time
  • Calls accepted
  • Calls denied
  • Calls missed
  • Calls put on hold
  • Hold time
  • Queue wait time
  • Talk time
  • Time to answer
  • Transfer accepted
  • Transfer started
  • Wrap-up time

You can measure the Maximum:

  • Calls waiting
  • Queue wait time

You can measure the Total:

  • Accepted transfers
  • Call length
  • Callback calls
  • Calls
  • Calls abandoned in queue
  • Calls accepted
  • Calls denied
  • Calls missed
  • Calls outside business hours
  • Calls put on hold
  • Calls with exceeded queue wait time
  • Customer requested voicemail
  • Inbound calls
  • Outbound calls
  • Started transfers
  • Talk time
  • Textback requests
  • Voicemails
  • Wrap-up time

Leaderboards

The following metrics are currently available as a Leaderboard:

You can measure the Average:

  • Talk time
  • Hold time
  • Wrap up time

You can measure the Total:

  • Online time
  • Talk time
  • Hold time
  • Wrap up time
  • Call length

You can measure the Calls:

  • Accepted
  • Transferred
  • Missed
  • Declined
  • Put on hold

You can measure the Time:

  • Available

You can measure the Transfers:

  • Accepted

Tip

If you're not sure which metrics to track, you might be interested in our SaaS Metrics Generator, which can help you find the right metrics and learn more about them.

Create a new Zendesk Talk widget

To create a Zendesk Talk widget, follow these steps:

  1. Click Add widget, located in the top right of your dashboard.
  2. Search for Zendesk Talk using the Search sources field.

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Zendesk integration.
  3. Click on the Zendesk Talk integration.

Note

Is this is your first Zendesk widget? You'll need to connect your Zendesk account to Geckoboard.
If not, you can skip to configuring your Zendesk Talk widget.

Create a connection with Zendesk

Note

If you're restricting access to your Zendesk using IP restrictions, you'll need to whitelist these IPs to connect to Geckoboard.

When adding your first Zendesk widget, you'll be asked to create a connection and authenticate your Zendesk account so that we're able to collect your data and display it on the dashboard. You only need to create this connection once – we'll take care of the rest.

To connect your Zendesk account with Geckoboard, follow these steps:

  1. The authentication box will first ask you to enter the subdomain of your Zendesk account. This can be found from your login details.

    Example

    If you log in to Zendesk at https://mycompany.zendesk.com, your subdomain is mycompany.

    Zendesk_Talk_connection.jpg
  2. Click on the Connect button.

    Our Zendesk integration uses oAuth to connect to Zendesk, so if you're already logged into Zendesk on your browser, you will jump straight to the widget configuration screen after a few seconds.

    If you're not logged in to Zendesk, a popup window will appear and allow you to log in for account authorization.
  3. You're now ready to configure your first Zendesk widget!

Creating multiple Zendesk connections

You may need to create Zendesk widgets using a different account to the one you used to create your first Zendesk widget.

Example

If you want to create a dashboard for the support teams of both mycompany, who log into Zendesk at https://mycompany.zendesk.com, and yourcompany, who log into Zendesk at https://yourcompany.zendesk.com, you would need to connect separately to these subdomains within Geckoboard.

In these cases, you can follow the instructions below to connect a different account or select it for the widget you're creating:

  1. Make sure that you are logged in to the correct Zendesk account elsewhere in the browser or logged out of Zendesk completely.
  2. Click Add widget, located in the top right of your dashboard.
  3. Search for Zendesk Talk using the Search sources field.

    Alternatively, you can also scroll down the alphabetical list of integrations until you reach the Zendesk Talk integration.
  4. Click on the Zendesk Talk integration.
  5. Choose a visualization (Number or Leaderboard).
  6. Click Add next to the Account drop-down. add_new_Zendesk_connection.jpg
  7. Select the subdomain you need or click on the Add account option to make a new connection
  8. Enter the subdomain of your Zendesk account into the authentication box. This can be found from your login details.

    Example

    If you log in to Zendesk at https://mycompany.zendesk.com, your subdomain is mycompany.

    Zendesk_Talk_connection.jpg
  9. Click on the Connect button.

    If you're already logged into Zendesk on your browser, you will jump straight to the widget configuration screen after a few seconds.

    If you're not logged in to Zendesk, a popup window will appear and allow you to log in for account authorization.

Configure your Zendesk Talk widget

Number widget

To display a Zendesk Talk metric in the form of a number visulization, simply:

  1. Choose a Zendesk account (if you have more than one).
  2. Give your metric a Title.
  3. Pick a metric from the drop down menu i.e. "Longest wait time".
  4. Use a Filter if you want to calculate the metric for a particular phone or set of phones.
  5. Finally, set a Goal.

Number Widget Zendesk Talk.jpg

Leaderboard

To display a Zendesk Talk metric in the form of a leaderboard visulization, simply:

  1. Choose a Zendesk account (if you have more than one).
  2. Give your metric a Title.
  3. Pick a Metric from the drop down menu i.e. "Calls accepted".
  4. Use a Filter if you want to calculate the metric for a particular group.

Leaderboard Zendesk Talk.jpg

Zendesk Talk widgets refresh rate

Visualizations powered by the Zendesk Talk integration refresh every minute.

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