The product's strategic vision was to attract a broader audience by embedding a dedicated agent activity-tracking dashboard within Zendesk Analytics.

After mapping user flows and initial designs based on growth goals and legal requirements, discussions with the engineering team have revealed a critical technical hurdle: integrating Looker constraint applicability into Zendesk Analytics. The platform could display only 800 data blocks, whereas our real-time monitoring needs were far greater, with a single agent generating roughly 100 activity blocks per shift. This constraint made it impossible to support enterprise-scale tracking for organizations with up to 3,000 global agents.

Through strategic conversations, I successfully advocated for the development of a simplified version of the Agent Activity page within our product. This approach offered a faster and more cost-effective development process while exposing new users to the same interface they would encounter upon upgrading to the full version. Certain functionalities were marked as "available in full version," creating a tangible upsell incentive.

The solution featured a dedicated landing page for new users, included an onboarding flow to address tracking agreements, and effectively "teased" WFM's comprehensive features through intuitive navigation. Additionally, my work included aligning with PMM on marketing strategy and design, as well as with product and engineering on product analytics to track user conversion and identify potential areas of improvement.