Overview of the Explore live dashboard

Note: If you’re on a Professional plan, the prebuilt live dashboard is read-only. You can’t share, clone, export, schedule, or drill into the prebuilt live dashboard, nor can you build custom live dashboards.

Explore features a prebuilt live dashboard that displays important information about your Zendesk products in real time, in one place. If you're on an Enterprise plan, this dashboard behaves like any other Explore dashboard in that you can share it, schedule it, or clone it to make your own customized version. If you're on a Professional plan, the dashboard is read-only

The live dashboard itself requires at least Suite Professional or Explore Professional, but the data within the dashboard requires additional product versions. If you don't have a particular product, it won't be displayed in the dashboard:

• Zendesk Support Professional or Enterprise
• Zendesk Talk Professional or Enterprise
• Zendesk Chat Professional or Enterprise
• Zendesk Suite plan (for messaging)

Additionally, the name of the live dashboard in the Dashboard library depends on whether you use live chat or messaging:

• Live data: Name of the live dashboard if you use neither live chat nor messaging. Includes the Support and Talk sections.
• Live data (including Chat): Name of the dashboard if you use live chat. Includes the Support, Talk, and Chat sections, but not the Messaging section.
• Live data (including Messaging): Name of the dashboard if you use messaging. Includes the Support, Talk, and Messaging sections, but not the Chat section.

If you use both live chat and messaging, you'll see both dashboards in the Dashboard library.

Tip: The dashboard displays data in near real time, but its update interval might be affected by other factors like network speed and ticket volume. For information about how often Explore refreshes data, see Data refresh intervals for Explore reporting.

This article contains the following topics:

• Accessing the live dashboard
• Messaging reports
• Chat reports
• Talk reports
• Support reports

Accessing the live dashboard

To access the live dashboard

1. In Explore, click the Dashboard icon () in the left sidebar.
2. From the list of dashboards, select the Live data dashboard.

   If you use live chat, select Live data (including Chat). If you use messaging, select Live data (including Messaging). If you use both, select whichever option you want to view metrics for.

Messaging reports

Note: On the live dashboard, messaging metrics don't include data from social messaging channels, such as WhatsApp, Facebook Messenger, and Twilio SMS.

The Messaging section of the real-time dashboard displays the following information:

• Conversations in queue: The number of conversations that have not yet been answered by an agent.
• Active conversations: The number of conversations being addressed by an agent.
• Tickets created and solved per hour: (Non-live data) A chart showing the number of conversations started (column) and completed (line) each hour for the last 8 hours. This report is based on historical data that syncs once per hour. Depending on when you load the dashboard and when the sync occurs, you might not see data for the past hour. For details, see Data refresh intervals for Explore reporting.
• Agents online: The number of agents who are online and available to work on conversations. If you're on an Enterprise plan, click this metric to drill into specific information about agent status and current chats. For more information, see Seeing live agent status and activities.
• Agents away: The number of agents who are away and not available to work on conversations. If you're on an Enterprise plan, click this metric to drill into specific information about agent status. For more information, see Seeing live agent status and activities.
• Satisfaction (today): The percentage of customers who rated a conversation as "Good" in the last 30 minutes. The number below the satisfaction percentage indicates the change in satisfaction since the previous 30 minutes. A negative result indicates a drop in customer satisfaction which you might need to investigate.
• Average time in queue: The average time customers wait for their conversation request to be answered by an agent.
• Longest time in queue: The maximum time a customer waited for their chat request to be answered by an agent.

The wait time metrics are refreshed each time a new conversation request is answered.

You can filter the reports in the Messaging section by Messaging group.

Chat reports

The Chat section of the real-time dashboard displays the following information:

• Active chats: The number of currently connected chats.
• Chats in queue: The number of chats in the queue.
• Chats started and completed per hour: (Non-live data) A chart showing the number of chats started (column) and completed (line) each hour for the last 8 hours. This report is based on historical data that syncs once per hour. Depending on when you load the dashboard and when the sync occurs, you might not see data for the past hour. For details, see Data refresh intervals for Explore reporting.
• Agents online: The number of agents who are online and available to chat. If you're on an Enterprise plan, click this metric to drill into specific information about agent status and current chats. For more information, see Seeing live agent status and activities.
• Agents away: The number of agents who are away and not available to chat. If you're on an Enterprise plan, click this metric to drill into specific information about agent status. For more information, see Seeing live agent status and activities.
• Satisfaction (30 min): The percentage of customers who rated a chat as "Good" in the last 30 minutes. The number below the satisfaction percentage indicates the change in satisfaction since the previous 30 minutes. A negative result indicates a drop in customer satisfaction which you might need to investigate.
• Average wait time: The average time customers wait for their chat request to be answered.
• Longest reply time: The maximum time a customer waited for their chat request to be answered.

The wait time metrics are refreshed each time a new chat request is answered.

You can filter the reports in the Chat section by Chat department.

Talk reports

The Talk section of the real-time dashboard displays the following information:

• Calls in queue: The number of calls in the queue.
• Ongoing calls: The number of currently connected calls.
• Calls started and completed per hour: (Non-live data) A chart showing the number of calls started (column) and completed (line) each hour for the last 8 hours. This report is based on historical data that syncs once per hour. Depending on when you load the dashboard and when the sync occurs, you might not see data for the past hour. For details, see Data refresh intervals for Explore reporting.
• Agents online: The number of agents who are online and available to take calls. This includes agents who are in a wrap-up state from a previous call. If you're on an Enterprise plan, click this metric to drill into specific information about agent status. For more information, see Seeing live agent status and activities.
• Agents offline: The number of agents who are offline and unavailable to take calls. If you're on an Enterprise plan, click this metric to drill into specific information about agent status. For more information, see Seeing live agent status and activities.
• Average wait time: The average time customers wait for their call to be answered.
• Longest wait time: The maximum time a customer waited for their call to be answered.

The wait time metrics are refreshed each time a new call is answered.

You can filter the reports in the Talk section by Call group.

Note: You might sometimes see differences in results between the Explore live dashboard and the Talk live calls dashboard. To learn why these can occur, see Discrepancies between the Talk Live calls dashboard and the Explore Enterprise live dashboard.

Support reports

The Support section of the real-time dashboard displays the following information:

• New tickets (30 min): The number of tickets that changed to New status in the last 30 minutes.
• Open tickets (30 min): The number of tickets that changed to an Open status in the last 30 minutes.
• Tickets created and solved per hour: (Non-live data) A chart showing the number of tickets created (column) and solved (line) each hour for the last 8 hours. This report is based on historical data that syncs once per hour. Depending on when you load the dashboard and when the sync occurs, you might not see data for the past hour. For details, see Data refresh intervals for Explore reporting.
• Agents online: The number of agents who are online and available to work tickets. If you're on an Enterprise plan, click this metric to drill into specific information about agent status and current tickets. For more information, see Seeing live agent status and activities.
• Agents offline: The number of agents who are offline and unavailable to work tickets. If you're on an Enterprise plan, click this metric to drill into specific information about agent status. For more information, see Seeing live agent status and activities.
• Solved tickets (30 min): The number of tickets that changed to a Solved status in the last 30 minutes.
• Satisfaction (today): The percentage of customers who rated a ticket as "Good" today. The number below the satisfaction percentage indicates the change in satisfaction since yesterday. A negative result indicates a drop in customer satisfaction which you might need to investigate.

You can filter the reports in the Support section by Ticket group or Ticket brand. Only one of these filters can be used at a time.

Important: To get the most value out of this dashboard, remind your agents to sign in and out of Zendesk to accurately represent their shifts. This is particularly important for the Support channel, where only two agent states are reported (Online and Offline). If agents don’t sign out, Explore will show them as always online.