Analyzing call activity with the Talk dashboard

What's my plan?

Suite

Professional, Enterprise, or Enterprise Plus

Support with

Talk Professional or Enterprise

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 Team plan, see Analyzing call activity with the Talk Team dashboard.

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

Related article:

• Analyzing your Talk activity

Granting dashboard access with Talk roles

Any user with a Talk admin or team lead role can view the dashboard and edit the state of other agents. An agent with access to the dashboard can view it, but can't change agent status. However, if the Talk agent is also a Support admin, they can view the dashboard and edit the state of other agents. See Giving agents access to Talk.

Enterprise customers can control individual agent access to dashboards by creating custom roles with the View Talk dashboard permission and assiging agents. However, to interact with the dashboard they'll still need to have the admin or team lead Talk role or be in a custom role with permission to Manage channels and extensions.

Accessing the Talk dashboard

Admins and agents with permission 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

The Agent Activity section shows a summary of call activity and current availability status for each agent. If you have selected a number, the 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: When an interactive voice response tree (IVR) is enabled for a line, it indicates that the line is not assigned to any group. As a result, agents will not be displayed as online for this line; however, they can still make outbound calls and receive inbound calls.

• Narrow down groups in the drop-down menu.

  

• Change an agent's availability status next to their name. If you've turned on omnichannel routing, this option is not available.

  

• Click more to see additional details about an agent.