FY20-Q2 OKR (AMER-E): Convert all current metrics to use FY designation & Explore Periscope or Zendesk Explore as the next iteration platform. [10%]
Support has traditionally used Zendesk Insights (based on GoodData's platform) to provide Support Metrics. This has served us well with all of it's quirks, but in 2020, Zendesk will sunset this tool replacing it with Zendesk Explore. This leaves us in a conundrum:
- Do we choose Zendesk Explore, or learn Periscope, the new tool the Data Team is providing for visualization.
We need to do the following:
-
Identify 3 graphs we currently use (simple/medium/complex) -
Recreate those graphs in Explore (record the process) -
Recreate those graphs in Periscope (record the process) -
Present these findings to the Support Managers for determination -
Choose which tool will be our go-to metrics tool -
Document changes in process in the handbook
Retrospective
Good
- Had two meeting with Cathy from the data team (now departed) to understand the intricacies of periscope.
- I was able with practice to gain proficiency with Explore
- Data team was supportive in generating graphs in periscope for us.
Bad
- Periscope is very complex, which lead me to not attempt graphs there but focus on Explore
- Explore has some quirks in the dataset which made a 1:1 recreation of graphs difficult
Try
- Preemptively reach out to vendor support for more resources during "exploration phase"
Edited by Lee Matos