The real time monitoring assistant helps reduce contact center pressure by enabling users to take contextual actions using natural language, including updating the following:
- Agent status (individually and in bulk)
- Agent skills (individually)
- Agent capacity (individually)
- Ticket reassignment amongst groups and agents (individually and in bulk)
- Conversation escalation from AI agents to human agents (individually and in bulk)
This helps ensure reporting accuracy, maintain service levels, and support both agents and customers.
This article contains the following topics:
Preparing to use the real time monitoring assistant
To use the monitoring assistant, ensure that the following prerequisites are in place:
- Your account has access to the real time monitoring dashboards.
- Your account has omnichannel routing turned on (See Turning on omnichannel routing).
- You have Explore admin or editor permissions (See Giving users access to Explore).
If you're using an Enterprise plan, you can configure a custom role with the following settings:
- Manage agent status: Gives users access to the monitoring assistant.
- Manage skills and Manage capacity: Provides fine-grained controls over the actions a user can take.
Turning the real time monitoring assistant on or off
The real time monitoring assistant is turned on by default. However, if required you can turn it off and on from Admin Center.
To turn the real time monitoring assistant on or off
- In Admin Center, click
People in the sidebar, then select
Workspaces > Analytics. - On the Analytics page, select Monitoring assistant to turn the
monitoring assistant on, or deselect it to turn it off.
- Click Save.
The monitoring assistant is now turned on or off in your account.
Accessing the real time monitoring assistant
You'll find the monitoring assistant icon in the real
time monitoring prebuilt dashboards.
- In the Zendesk product tray, click Analytics.
- Click the real time monitoring home icon (
).
The real time monitoring home page opens.
- Click any dashboard to open it.
- Click the monitoring assistant icon (
).
You're now ready to start using the monitoring assistant.
Using the real time monitoring assistant
The real time monitoring assistant supports several natural language prompts that you can use to take contextual actions in your account.
To enter a prompt
- In the Ask a question field, enter your prompt, then press Enter.
- Respond to any follow-up questions from the assistant, then press Enter again.
If the prompt is valid, the monitoring assistant takes the required action and displays a confirmation message.
Example prompts for the monitoring assistant
The real time monitoring assistant supports a variety of natural language prompts, including:
- Change Simone Avery's status to offline
- Assign ticket #156731 to Joe Smith
- Update Jane Smith's capacity
- Assign all of Joe Smith's tickets to Pauline Jones
- Assign ticket #156731 to the Billing_support group
- Remove Tessa Whitmore from the Spanish skill
Auditing actions taken by the real time monitoring assistant
All actions taken using the monitoring assistant are viewable in the audit log, similar to the screenshot below:
To view the audit log
- In Admin Center, click
Account in the sidebar, then select Logs > Audit log.
Current limitations
The real time monitoring assistant currently has the following limitations:
- If a user doesn’t enter a command for 10 minutes, the monitoring assistant panel will refresh, meaning they have to start the flow again.
- If the user doesn’t confirm their action after two minutes, the action will expire, and they will be prompted to start the flow again.
- Users must provide the agent’s full name to change their status; partial names are not accepted. For example, entering "Rob" instead of "Robert" for the first name, or "Doe" instead of "Doe-Bell" for the surname, will not be recognized.
- There is a limit of 500 characters in the input box for the monitoring assistant.
- If an agent has not logged in since OCR was turned on for the account, it is not possible to change their status using the monitoring assistant.