Objective

Assign business attributes and channels to enabled Zendesk support groups. Realtime uses these mappings to filter and analyze work by brand, market, BPO vendor, and channel.

Environment

  • You can manage Data Mappings.
  • The support groups you need have been enabled for dashboard monitoring.

Resolution

  1. Open Settings, select Mappings, and open the Group Mappings tab.
  2. For each group, select its Brand, Market, and BPO values, then check the Messaging, Talk, and Support channels that apply to that group.
    Anonymized Group Mappings example showing group attributes and channel choices.
    Note: Group mappings set the baseline

    Agents can inherit Brand, Market, and BPO values from their groups. Use Agent Mappings when an individual needs a different assignment.

  3. Use Bulk Editor when several groups need the same attributes; review the selected groups before applying the changes.
  4. Select Save Mappings. Check a Realtime report using those dimensions to confirm the expected group appears in the right scope when it has data.