Explore features a pre-built live dashboard that displays important information about your Zendesk products in near real time, in one place. This dashboard behaves like any other Explore dashboard in that you can share it, schedule it, or clone it to make your own customized version.
- Zendesk Support Professional or Enterprise
- Zendesk Talk Professional or Enterprise
- Zendesk Chat Professional or Enterprise
This article contains the following sections:
Accessing the live dashboard
To access the live dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon (
) . - From the list of dashboards, choose the Live dashboard.
Chat reports
The Chat section of the real-time dashboard displays the following information:
- Chats in queue: The number of chats in the queue.
- Active chats: The number of currently connected chats.
- Agents online: The number of agents who are online and available to chat.
- Chats per hour (8 hrs): A column chart showing the number of chats each hour for the last 8 hours.
- Satisfaction (30 min): The percentage of customers who rated a chat as "Good" in the last 30 minutes. The number below the satisfaction percentage indicates the change in satisfaction since the previous 30 minutes. A negative result indicates a drop in customer satisfaction which you might need to investigate.
- Average wait time: The average time customers wait for their chat request to be answered.
- Longest wait time: The maximum time a customer waited for their chat request to be answered.
The wait time metrics are refreshed each time a new chat request is answered.
You can filter the reports in the Chat section by Chat department.
Talk reports
The Talk section of the real-time dashboard displays the following information:
- Calls in queue: The number of calls in the queue.
- Ongoing calls: The number of currently connected calls.
- Agents online: The number of agents who are online and available to take calls. This includes agents who are in a wrap-up state from a previous call.
- Callbacks in queue: The number of customers awaiting a callback.
- Calls per hour (8 hrs): A column chart showing the number of calls each hour for the last 8 hours.
- Average wait time: The average time customers wait for their call to be answered.
- Longest wait time: The maximum time a customer waited for their call to be answered.
The wait time metrics are refreshed each time a new call is answered.
You can filter the reports in the Talk section by Call group.
Support reports
The Support section of the real-time dashboard displays the following information:
- New tickets: The current total number of tickets with a status of New.
- Open tickets: The current total number of tickets with a status of Open.
- Pending tickets: The current total number of tickets a status of Pending.
- Tickets per hour (8 hrs): A column chart showing the number of tickets created each hour for the last 8 hours.
- Satisfaction (today): The percentage of customers who rated a ticket as "Good" today. The number below the satisfaction percentage indicates the change in satisfaction since yesterday. A negative result indicates a drop in customer satisfaction which you might need to investigate.
- On-hold tickets: The current total number of tickets with a status of On-hold.
- Solved tickets: The current total number of tickets with a status of Solved.
You can filter the reports in the Support section by Support group and Support brand. Only one of these filters can be used at a time.
12 Comments
Hi,
When following the instructions on how to access the dashboard:
We do not have the Live dashboard available. Is there anything we need to do to have it available?
Thanks,
Ela
Hi Rob, just a question. for support metrics. I can't see the widget for "Support - New Tickets" It's a limitation of the real time dashboard?
Hi Mihaela Dragota
You'll need to be using Explore Enterprise in order to access the live dashboard.
For more details, see https://support.zendesk.com/hc/en-us/articles/360053675853
Thanks!
Hi Diego Garcia
Just to check, have you updated to Explore Enterprise (see https://support.zendesk.com/hc/en-us/articles/360053675853). You'll need the new live dashboard to see that metric. Thanks!
Yes, i can see the other set of metrics, but no for New Tickets. I can see "New tickets 30 min" and "New tickets 60 min) but no "New tickets" in general. Like open or pending or solved or hold tickets
Hi Diego,
Thanks for providing that screenshot! I was able to replicate this issue in my test account. When I typed tickets into the search bar the Support - New Tickets selection did not show up. However, when removing tickets from the search bar, I was able to scroll down and find this value as shown below:
Are you able to find this value if you do not enter any text in the search bar?
Let us know your results!
Unimaginable 🤦♂️. Thanks a lot.
Hi Guys, I have another question and i'm posting here to help other users.
Can you tell me what means the highlighted numbers in this widgets?
Example: For "Change in New Tickets 30 min) i understand that -13 is the result of compare new tickets in the last 30 min vs the previous 30 min timeframe. Whtas, what about "-7". The same for "New Tickets 30 min" widget.
Thanks a lot.
Your feature looks fantastic BUT people has to know that to have Support, Talk, Chat datas, they will be compeled to subscribe to your "Enterprise" plan otherwise, it is not possible to get these datas.
I thinks the best alternative to this would be Grafana for example but it is just my opinion.
It is too expensive for this unique feature and people like me doesn't need the full features of your "premium" plans.
Sorry, i don´t understand your response about this. I can see the data, i just want to know what it means.
Hello Diego García,
This looks like a bug we have seen within Explore. I've opened a ticket for you on this issue so one of our specialists can work with you to resolve this. You should receive an email shortly followed by a response from our Explore expert.
Best regards.
One of things we don't in Explore is some sort of live tracking on how many agents are working on support tickets (live). With live dashboard for Zendesk Support, would it be possible track something like number of live agents updating tickets? Thanks!
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