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
- 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.
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Live data (including Messaging): Name of the dashboard if you use messaging.
Includes the Support, Talk, and Messaging sections, but not the Chat section.Note: If you recently turned on messaging, you might not see this dashboard yet. See Why don’t I see the Live data (including Messaging) dashboard? for details.
If your account was created before November 3, 2021 and you migrated from chat to messaging, you’ll see both dashboards in the Dashboard library.
This article contains the following topics:
Related articles:
Accessing the live dashboard
To access the live dashboard
- In Explore, click the Dashboard icon (
) in the left sidebar.
- 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.
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. You can select up to five attribute values for each filter.
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. You can select up to five attribute values for each filter.
Messaging reports
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The Messaging section of the real-time dashboard displays the following information:
- Active conversations in queue: The number of active conversations that have not yet been answered by an agent.
- Active assigned conversations: The number of conversations being addressed by an agent.
- Inactive conversations in the queue: Unassigned conversations without a reply from the end user for 10 minutes.
-
Inactive assigned conversations: Assigned conversations without a reply
from the end user for 10 minutes.Note: There are differences in how we count towards Inactive conversations for customers participating in the Conversation Inactivity Timer beta. Learn more in Live data widgets for Explore dashboards.
- Average concurrency: The average number of conversations assigned to agents whose status is Online.
- Average and longest requester wait time: The average and longest time end users are waiting for an agent’s response across all active conversations only.
- Average and longest handle time: The average and longest time that an agent has spent interacting with an end user across all active conversations only. Learn more about when the counter resets for live reporting in How is the Handle time metric calculated?
- 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 for active conversations: 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.
- 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.
The wait time metrics are refreshed each time a new conversation request is answered.
You can filter the reports in the Messaging section by Group or Channel. You can select up to five attribute values for each filter.
When you activate a new social channel, refresh your browser to ensure that new tickets created from that channel are reflected on the dashboard.
If there has been no activity in any channel for seven days, channel values no longer appear in the filter drop-down. When tickets are created from any channel again, refresh your browser to see the channel values in the filter drop-down.
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 Department. You can select up to five attribute values for each filter.
49 comments
Dave Dyson
You can clone that dashboard, remove the Chat live data widgets, and add Messaging live data widgets -- see Cloning dashboards and Adding live data and live filter widgets to dashboards
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GUSTAVO FREIRE LOPES
Hi @...
I have an Enterprise licence, but It seems not to be available for me.
Can you help?
Best Regards.
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Audrey Ann Cipriano
Hi Gustavo, if you are not on the Suite plan, this feature requires both Support and Explore Enterprise subscriptions :)
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Gerardo
Hi there,
Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics?
Or is this already available?
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Angelique Umutoni
Hey,
Is it possible that I can have access to the dashboard to see the number of tickets created on a monthly basis, if so how can I see that?
Thank you!
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Dave Dyson
Live SLA breached/achieved data is not currently available, so for now you'd need to use the SLA dataset subject to the normal data sync rate for your account level, or monitor SLAs via Views: Viewing and understanding SLA targets
Angelique, there's a Tickets Created by Month/Year report at the bottom of the prebuilt Support dashboard in Explore: Overview of the Zendesk Support dashboard
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Dave Symonds
Hi. What's the refresh trigger for Support?
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Lila Kingsley
Just to clarify about chat + messaging (and following up on Ola's question here Dave's reply here) you can report live data for chat AND messaging just not in the same dashboard?
I read somewhere that existing customers can enable both chat + messaging and we may do that to test messaging out, so just want to make sure. The note about chat + messaging in the article makes it sound like you have to have migrated from chat to messaging to see messaging data (and I read that as no longer using chat).
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Jay Gianan
Hello everyone. Would someone be able to explain the definition of the value below the actual data? *Please see highlighted in yellow
This is how i understand it, so there is a drop of 65 new tickets from the past interval, is that correct? Does it represent variance between the previous data from the current data?
Previous data - current data = Number below the data?
I couldn't find a direct statement defining that information. Please assist.
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Josh
It would be nice if ZD made a TV dashboard of their charts that we could setup in the office without trying to connect up a third party service.
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Dane
If you are pertaining to the sync intervals, 24 hours for Lite Plan and 1 hour for all other plans. If you are pertaining to the actual data refresh it will be automatic.
Hi Lilia,
Yes, you are correct. Normally, the option for Chat + Messaging is available for older accounts. For newer accounts, also known as Messaging as Default Experience, will have Messaging automatically enabled.
Hi Joyce,
It's the same as KPI comparison. It will be the difference from the previous interval compared to the current interval.
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Devon Johnson
Is there a way to create a live dashboard that tracks project steps completed as ticket status changes? For example, if “Y” staffer completed one portion of a project, and then moved the status to the next stage in the process, could the live dashboard update to show status percent completion by client based on where they are in that process?
Thanks
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Sabra
Interesting idea Devon Johnson! Our live dashboard metrics don't currently provide that kind of reporting, but we are always looking for places to improve our reporting abilities. I encourage you to create a new post in the Explore Feedback topic with the specific use case. In the meantime, you may be able to create this sort of custom report with the Support: Tickets dataset using the metrics available there. You can check out all the available metrics here: Metrics and attributes for Zendesk Support.
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Angela Wadding
Is there a way to see existing support tickets within each status in a Live Dashboard? I am working with it now and it seems to only be reporting changes rather than overall numbers. I'm looking for a way to real-time monitor our volume, thanks!
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Viktor Osetrov
Yes, you can drill into the live dashboard and check existing support tickets for each agent there. Have attached a screenshot of how it looks like from my test account:
Hope it helps,
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Shannon Hayes
Can you build a live dashboard to show live numbers for how many tickets you have open, pending and on hold within each group, rather than status update in the last 30mins / 60mins?
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Francis Casino
Please keep in mind that this workflow might require development and integration skills, and Zendesk's capabilities may have changed, so check their latest resources and support for guidance.
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Stephen
Hi,
My question may have been answered by the previous comment, but just to confirm - is it possible to get the following live stats:
If this functionality is not available, are there plans to expand on what is available?
At present the offering for Live Dashboard capabilities feels fairly slim.
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Jakub Tabaka
Could you please define this a bit more?
Active conversations: The number of conversations being addressed by an agent
As when you build the dashbaord it is defined as "The number of messaging conversations being addressed by agents. And then the tooltip says "The number of ongoing conversations (related to tickets with Open status) that have a new message from the end user or agent".
What does it mean that "they are being addressed by an agent"? Previously the message was saying something about 10 minutes inactivity but this has been changed now
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