With Explore, you can add live data widgets to your dashboards. The data in these widgets updates in near-real time. Use this article to learn about the available widgets. For more information about how to use these widgets, see Adding live data and live filter widgets to dashboards.
This article lists live data widgets in the following sections:
Support
The following live data widgets are available for Zendesk Support:
| Agents online | Agents with Online status |
| Agents offline | Agents with Offline status |
| New tickets (60min) | Tickets that changed to New status in the last 60 minutes |
| Change in new tickets (60min) | Difference in tickets with New status compared to the previous 60 minutes |
| New tickets (30min) |
Tickets that changed to New status in the last 30 minutes |
| Change in new tickets (30min) | Difference in tickets with New status compared to the previous 30 minutes |
| Open tickets (60min) | Tickets that changed to Open status in the last 60 minutes |
| Open tickets (30min) | Tickets that changed to Open status in the last 30 minutes |
| Change in open tickets (30min) | Difference in tickets with Open status compared to the previous 30 minutes |
| Change in open tickets (60min) | Difference in tickets with Open status compared to the previous 60 minutes |
| Pending tickets (30min) | Tickets that changed to Pending status in the last 30 minutes |
| Pending tickets (60min) |
Tickets that changed to Pending status in the last 6 0 minutes |
| Change in pending tickets (30min) | Difference in tickets with Pending status compared to the previous 30 minutes |
| Change in pending tickets (60min) | Difference in tickets with Pending status compared to the previous 60 minutes |
| On-hold tickets (60min) | Tickets that changed to On-hold status in the last 60 minutes |
| On-hold tickets (30min) | Tickets that changed to On-hold status in the last 30 minutes |
| Change in on-hold tickets (30min) | Difference in tickets with On-hold status compared to the previous 30 minutes |
| Change in on-hold tickets (60min) | Difference in tickets with On-hold status compared to the previous 60 minutes |
| Solved tickets (60min) | Tickets that were changed to Solved status in the last 60 minutes, but are not yet closed |
| Solved tickets (30min) | Tickets that were changed to Solved status in the last 30 minutes, but are not yet closed |
| Change in solved tickets (30min) | Difference in tickets with Solved status compared to the previous 30 minutes |
| Change in solved tickets (60min) | Difference in tickets with Solved status compared to the previous 60 minutes |
Chat
The following live data widgets are available for Zendesk Chat:
| Chats in queue | New chats created during current business hours and waiting for a response |
| Active chats | Chats that have at least 1 message sent by the agent or the end user in the last 10 minutes |
| Agents online | Agents who are currently online |
| Agents away | Agents with Away status |
| Agents invisible | Agents with Invisible status |
| Average wait time | Average wait time for new chats created during current business hours |
| Longest wait time | The longests wait time for new chats created during current business hours |
| Average reply time | Average time for an agent to reply to a new chat |
| Longest reply time | The longest time for an agent to reply to a new chat |
| Average duration | Average time from chat creation to resolution |
| Longest duration | The longest time from chat creation to resolution |
| Good satisfaction (30min) | Resolved chats rated as Good in the last 30 minutes |
| Bad satisfaction (30min) | Resolved chats rated as Bad in the last 30 minutes |
| Good satisfaction (60min) | Resolved chats rated as Good in the last 60 minutes |
| Bad satisfaction (60min) | Resolved chats rated as Bad in the last 60 minutes |
| Satisfaction (30min) | Percentage of chats rated as Good in the last 30 minutes |
| Satisfaction (60mins) | Percentage of chats rated as Good in the last 60 minutes |
| Missed chats (30min) | Chats that were not served by any agent before the visitor left in the last 30 minutes |
| Missed chats (60min) | Chats that were not served by any agent before the visitor left in the last 60 minutes |
Talk
The following live data widgets are available for Zendesk Talk:
| Calls in queue | All calls waiting for a response |
| Ongoing calls | All calls currently in progress |
| Agents online | Agents who are online and available to respond to calls |
| Agents offline | Agents with Offline status |
| Agents away | Agents with Away status |
| Agents transfer only | Agents with Transfer only status |
| Callbacks in queue | Callback requests waiting for a response |
| Average wait time | Average time a caller is waiting for a response |
| Longest wait time | Maximum time a caller is waiting for a response |
Messaging
The following live data widgets are available for messaging:
| Conversations in queue | New conversations waiting for an agent to respond |
| Active conversations | Ongoing conversations (related to tickets with Open status) that have a new message from the end user or agent |
| Agents online | Agents with Online status |
| Agents away | Agents with Away status |
| Agents invisible | Agents with Invisible status |
| Average time in queue | The average time spent for new conversations waiting for an agent to respond |
| Longest time in queue | The longest time spent for new conversations waiting for an agent to respond |
In addition, you can create the following two reports manually to report on your messaging history.
- Conversations per hour: Conversationss created in each hour for the last 8 hours. For instructions, see Explore recipe: Conversations created each hour for the last eight hours.
- Satisfaction today: Resolved conversations rated as Good today. For instructions, see Explore recipe: Resolved conversations rated as Good satisfaction today.
Live data filter widgets
The following live data filter widgets are currently available:
| Support - Ticket group | Filter live Support data by individual groups |
| Support - Ticket brand | Filter live Support data by individual brands |
| Chat - Department | Filter live Chat data by individual departments |
| Talk - Call group | Filter live Talk data by individual groups |
17 Comments
How do I multi select groups or brands on the live data filter?
Hi Serena Galvez, it's not currently possible to select multiple groups or brands on a live data filter. It's and excellent request though and I'd encourage you to add it to our Explore feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913 Thanks!
When will average wait time in the queue for messaging be available as a reporting metric that isn't live? This is a standard metric and should be available already.
Hi,
The live metrics was a great thought, and we've been waiting for it for so long, but the metrics seem limited. I only get a count of tickets, but that does not give me any insight.
For example, I would know the count of all the new tickets in the queue, but that does not really help me. I would want to break this down further to know from which Ticket Form these new tickets come in.
I can do this on an Explore report, but that's not real-time, and it has a 1.5 to 2 hours delay. So it's difficult for us to get real-time insights and take real-time decisions.
Can we look at a feature request to expand the capabilities of live data to give more real-time tracking?
Regards,
Rylan.
Hi, i also have the some opinion like Rylan said, zendesk please more faster to update this limitation, to real time data,.
thanks
Regards
Sugeng
Can anyone suggest a solution for the following reporting request.
(We use Messaging with the new Agent Workspace and are on Enterprise Suite) -
I have been asked to create chat/messaging reports showing both the times during the day and week that our 10 or so chat agents are available and monitoring chat as well as the times that they are not, so we can be aware of our coverage gaps and see who is following the schedule - I cant figure out how to do this in Explore.
Any tips appreciated,
Thanks
Hi Ms Presley, you've contacted Zendesk. We make customer service software and can't help with this request. However, if you visit pulsz.com you'll find customer service numbers at the bottom of the main page. I hope this helps and thanks!
I'm afraid the historical data on time spent online/logged in and statuses of agents are not yet available as metrics, so it's currently not possible to create those reports in Explore. But, the team is currently working on making these datapoints available soon. You can check this post from one of our Product managers for more information.
@...
Thanks for the info - I have a tolerable work around, I can still go to Chat analytics from the Legacy Chat UI, and pick agent data, leaderboard, and if I do the reports on a day by day basis, it will show me who was on-line by the hour, obviously, having to take screen shots of the data for each day to create a report is not ideal, but it gets me something, I really hope that the feature will be considered for Explore in the future
I want to email a dashboard at the end of each day with "today" as the date filter so no one has to change the dates as when I email it currently it reflects the last rolling month.
We have enterprise and it is for Support reporting.
I hope all is well!
The time filters in a Dashboard are used for your viewing only, they usually default to 30 days in the past until today. The time filter selection there will not be "saved" in such a way that the next time you open it the time filters from before are still applied, the same for dashboard delivery.
You can establish the workflow you wished upon using the Dashboard Bookmark. You will want to create a bookmark of the filters you want and then pin the bookmark. Then your scheduled dashboards will use the pinned filters. You can learn more about the process of Taking dashboard filters and bookmarks to the next level (https://support.zendesk.com/hc/en-us/articles/360037527374-Explore-recipe-Taking-dashboard-filters-and-bookmarks-to-the-next-level).
I hope this helps!!
Are there plans to include other basic preset filters, like ticket form, in this dataset?
No plans that I'm aware of - can you add your use case and desired filters to one of these feedback theads? Need More Explore Live data filters or Zendesk Live Dashboard: Data Filters
Hi,
Would it be possible to add filters?
I want to exclude certain tickets (by filtering Ticket Types).
it is possible to add filters to live data, but they are limited to the specific list you can find on the drop-down menu while creating or editing a dashboard.
In this article you can find out more about adding live data and live filter widgets to dashboards.
Best,
Do the live widgets for messaging support SunCo? I made a dash with some of the messaging live widgets and they never show data beyond agent availability.
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