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 call 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 |