Analyzing call activity with the Talk dashboard

With the Zendesk Talk dashboard, you can view details about current queue activity, account-wide activity for the current day, and individual agent activity. Filter by numbers and agent groups or compare graphs of two metrics to get further insight.

This article covers the Talk dashboard. If you're on the Talk Team plan, see Analyzing call activity with the Talk Team dashboard.

Tip: If your plan includes Zendesk Explore, you can also analyze Talk activity using a prebuilt dashboard. See Analyzing your Talk activity.

This article contains the following sections:

• Granting dashboard access with Talk roles
• Accessing the Talk dashboard
• Viewing current queue activity
• Viewing an overview of account call data
• Viewing agent activity for Talk Professional

Granting dashboard access with Talk roles

To view the dashboard, your account must be a member of the Admin or Team lead Talk role in Admin Center. A Talk agent with access to the dashboard can only view it, but cannot change agent status.

Support Enterprise customers can control individual agent access to dashboards by creating custom roles with the View Talk dashboard permission though to interact with the dashboard, you'll still need to be a member of the Admin or Team lead Talk role, or have Manage channels and extensions enabled in your Support custom role.

For details about how to assign Talk roles to agents, see Giving agents access to Talk.

Accessing the Talk dashboard

For Lite, Team, and Professional, and Enterprise Zendesk Support plans, administrators and agents can view the Talk dashboard.

To view the Talk dashboard

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. Click the Dashboard tab.
3. Select the number or numbers you want to view data for.

   

Viewing current queue activity

In the Current queue activity section, you can see real-time details about your call queue. For details on each metric, see Zendesk Talk dashboard metrics reference.

Viewing an overview of account call data

The Overview section displays additional metrics on your account's call activity from midnight to midnight for the current day. The time zone is based on your Zendesk Support account settings. For details on each metric, see Zendesk Talk dashboard metrics reference.

• Select two metrics to compare from the drop-down menus above the graph.

  

• Click the - symbol to remove the second metric.

  

• Hover over part of the graph to see details for a specific time increment.

  

Viewing agent activity for Talk Professional

The Agent Activity section shows a summary of call activity and current availability status for each agent. If you have selected a number, the Agent Activity section will list all agents in every group the number is routed to. For details on the metrics in this section, see Zendesk Talk dashboard metrics reference.

Note: If you purchased Talk before September 6th, 2017, you will only see agent active within the last 24 hours. See About Zendesk Talk plan types.

• Narrow down groups in the drop-down menu.

  

• Change an agent's availability status next to their name.

  

• Click more to see additional details about an agent.