From Volume to Value: How Zendesk Teams Should Rethink Reporting in 2026 with Lumi Fagbure, AdvoCX

In this session from the Geckoboard Breakfast event, Lumi Fagbure, Founder of advoCX and former Zendesk Professional Services consultant, shares a practical and very real world look at how AI is reshaping reporting for support teams.

Lumi explains why traditional volume reporting is no longer enough and how teams can use AI driven signals to understand what customers want, where processes fall down, and how well automation is working.

He covers how to:
✅ Track intent accuracy and spot misclassifications
✅ Use intent volumes to decide what to automate
✅ Identify gaps that require product changes, FAQ updates or new procedures
✅ Measure deflection in a meaningful way
✅ Compare AI handled and agent handled tickets
✅ Understand customer experience by using Zendesk sentiment, not just CSAT
✅ Map agent overrides and refine procedures
✅ Support agents by measuring how they use suggested replies, macros and auto assist
✅ Build an AI governance approach that keeps automation accurate and useful

Lumi also speaks about why agent experience drives customer experience, and how teams can use intent and sentiment data to guide better decisions across product, support and operations.

About advoCX:
advoCX helps businesses get more value from Zendesk through implementation, optimisation and reporting expertise.
Learn more at https://advocx.co.uk