How can agents use the Insight dashboard in Zendesk?

Agents can use the Insight dashboard in Zendesk primarily to analyze ticket data and track key performance indicators (KPIs). This dashboard provides a comprehensive view of various metrics related to customer support, enabling agents and managers to gauge performance over time. By utilizing the insights gathered from ticket data, agents can identify trends, measure the efficiency of their responses, and improve overall service.

While assessing customer satisfaction through surveys is important, this function is not the primary purpose of the Insight dashboard. Initiating side conversations doesn't directly relate to the purpose of the Insight dashboard, which is focused on data analysis rather than communication. Automating the ticket resolution process also lies outside the scope of what the Insight dashboard specifically offers, as it is more about reporting and analysis rather than automation tools.