With Explore, you can add live data components to your dashboards. The data in these components updates in near-real time. Use this article to learn about the available components. For more information about how to use these components, see Adding live data and live filter components to dashboards.
This article lists live data components in the following sections:
Support
The following live data components are available for Zendesk Support:
Agents online | Agents with Online status You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents offline | Agents with Offline status You can drill into this metric to see which agents are in this status and what their workloads are. |
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 components 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 You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents away | Agents with Away status You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents invisible | Agents with Invisible status You can drill into this metric to see which agents are in this status and what their workloads are. |
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 components 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
You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents offline | Agents with Offline status You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents away | Agents with Away status You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents transfer only | Agents with Transfer only status You can drill into this metric to see which agents are in this status and what their workloads are. |
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 components are available for messaging:
Active conversations in queue | New conversations waiting for an agent to respond |
Active assigned conversations | Ongoing conversations (related to tickets with Open status) that have a new message from the end user or agent |
Inactive conversations in the queue | Unassigned conversations without a reply from the end user for more than 10 minutes. |
Inactive assigned conversations | Assigned conversations without a reply from the end user for more than 10 minutes. |
Average concurrency | Average number of active conversations assigned to agents with Online status. |
Average requester wait time | The average time from the end user sending a message and the agent’s response across active conversations only. |
Longest requester wait time | The longest time from the end user sending a message and the agent’s response across active conversations only. |
Average handle time | Average time that an agent has spent interacting with an end user on Messaging tickets. See How is the Handle time metric calculated? |
Longest handle time | The longest time that an agent has spent interacting with an end user on Messaging tickets. |
Agents online | Agents with Online status You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents away | Agents with Away status You can drill into this metric to see which agents are in this status and what their workloads are. |
Agents invisible | Agents with Invisible status You can drill into this metric to see which agents are in this status and what their workloads are. |
Average time in queue for active conversations | The average time spent for new conversations waiting for an agent to respond |
Longest time in queue for active conversations | The longest time spent for new conversations waiting for an agent to respond |
- Conversations per hour: Conversations created in each hour for the last 8 hours. 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.
Omnichannel
Unified agent statuses
If you’ve turned on omnichannel routing, you have access to unified agent status live metrics that are not filtered by any channels by default.
Agents online | Agents in the Online unified agent status |
Agents away | Agents in the Away unified agent status |
Agents transfer only | Agents in the Transfer only unified agent status |
Agents offline | Agents in the Offline unified agent status |
Custom agent statuses
If you’ve turned on omnichannel routing and created custom agent statuses, Explore includes live data components for each custom status you created. To access them, expand the Other agent statuses folder when adding a live metric.
If you use omnichannel routing, hover your mouse over a custom status to see which default statuses it corresponds to for each channel.
You can drill into a custom agent status metric to see which agents are in that status and what their workloads are.
Queues
If you’ve turned on omnichannel routing and created custom queues, you have access to a component that shows you the live performance of your custom queues. Learn more about how to access and customize this component at Explore recipe: Reporting on custom omnichannel queue performance.
Order | The order of the queue. Queues are checked for matching conditions from top to bottom on the Queues page in Admin Center, and work flows into the first queue that matches. |
Name | The name of the queue. |
Primary Groups | The primary groups associated with the queue. |
Secondary Groups | The secondary groups associated with the queue. |
Work in queue | The sum of all work items in the queue waiting to be routed to an agent. |
Work in queue per channel | All work items in the queue waiting to be routed to an agent, separated by channels the queue serves. |
Average time in queue | The average time a work item is waiting for an agent to respond, separated by the channels the queue serves. |
Longest time in queue | The longest time a work item is waiting for an agent to respond, separated by the channels the queue serves. |
Agents available | The number of Agents available to pick up tickets, separated by the channels that agents can handle. This is calculated using each agent’s selected status and capacity rules configured for agents. |
Capacity in use |
The number of work items taking up agent capacity in Groups assigned to the Queue, separated by the channels that agents can handle. This is calculated using each agent’s selected status and capacity rules configured for agents. |
Live data filter components
The following live data filter components are currently available.
Channel filters
These following filters are channel-specific and don't apply to the live data components for unified agent statuses.
Support - Ticket group | Filter live Support data by individual groups |
Chat - Department | Filter live Chat data by individual departments |
Talk - Call group | Filter live Talk data by individual groups |
Messaging - Group | Filter live messaging data by individual groups |
Messaging - Channel | Filter live messaging data by individual channels |
Support - Ticket brand | Filter live Support data by individual brands |
Omnichannel routing queue filters
The following live data filters apply only to the Queues - List live data component. See Explore recipe: Reporting on custom omnichannel queue performance.
Queues - Group | Filter live omnichannel routing custom queues data by primary group |
Queues - Queue name | Filter live omnichannel routing custom queues data by queue name |
19 comments
Serena Galvez
How do I multi select groups or brands on the live data filter?
2
Rob Stack
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!
-1
Jordan Brown
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.
0
Rylan R
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.
1
Sugeng Widhiyanto
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
0
William Grote
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
0
Rob Stack
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!
0
Gab Guinto
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.
0
William Grote
@...
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
0
Gayla J. Rowley
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.
0
Gayla J. Rowley
We have enterprise and it is for Support reporting.
0
Gabriel
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!!
0
CJ Johnson
Are there plans to include other basic preset filters, like ticket form, in this dataset?
0
Dave Dyson
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
0
Tim (inactive account)
Hi,
Would it be possible to add filters?
I want to exclude certain tickets (by filtering Ticket Types).
1
Tony
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,
1
Lauren Benkov
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.
0
Dave Garofalo
Can I drill in to see what the individual ticket numbers are?
0
David Froemke
How can I get an accurate up to the minute count of TODAY'S tickets?
It appears I'm stuck with historical or live. Historical is delayed by 30 minutes or so depending on the size of our database. The ‘LIVE’ data doesn't include anything older than 60 minutes. That seems . . . uhm . . . also not accurate.
How do I get an accurate count of TODAY's tickets?
0