Using live dashboards in Explore, you can see which agents are online and which tickets, chats, conversations, and calls they’re currently working on. This information helps supervisors balance availability and workloads across teams, as well as monitor individual agent performance, all from a central dashboard.
The instructions in this article work for the prebuilt live dashboard as well as any live dashboards built in the beta dashboard builder that have reports with drill in enabled.
This article covers the following topics:
Seeing which agents are online
- In Explore, click the Dashboard icon (
). - Open a live dashboard.
- Click any Agents online report (for Support, Chat, or Messaging) and select Drill in.
An Agents online window opens and shows you which agents are online.
Seeing which tickets an agent is working on in Zendesk Support
- Open the list of online agents.
- From the list, search for or select the agent you want to see live data about.
The Support agent work items window appears and shows details about the ticket(s) the agent is currently working on, including:
- Ticket ID: The unique ID number of the ticket
- Requester: The user who is asking for support through a ticket
- Account name: The Zendesk account name (described in Branding the agent interface)
- Date requested: The date the ticket was submitted
- Priority: How urgent the ticket is
- Group: What group the ticket is currently assigned to
- Status: What status the ticket is currently in (New, Open, Pending, On-hold, Closed)
- Last updated: The date the ticket was last updated
Seeing which chats an agent is serving in Zendesk Chat
- Open the list of online agents.
- From the list, select the agent you want to see real-time data about.
The Chat agent work items window appears and shows details about the chat(s) the agent is currently working on, including:
- Chat ID: The unique ID number of the chat
- Username: The name of the user the agent is chatting with
- Originating channel: The channel that the message came from. Possible values include Facebook Messenger and Chat.
- Duration: How long the chat has been active
Seeing which conversations an agent is working on in Zendesk Messaging
- Open the list of online agents.
- From the list, select the agent you want to see real-time data about.
The Messaging agent work items window appears and shows details about the chat(s) the agent is currently working on, including:
- Ticket ID: The unique ID number of the ticket
- Username: The name of the user the agent is conversing with
- Originating channel: The channel that the conversation started on. Possible values include Email and Messaging.
- Duration: How long the agent has been working on the ongoing conversation
12 Comments
This feature looks quite promising!
However, while trying to test it, I've observed that we have 116% of our total staff members showing up as Online users, or 127% of our used agent seats.
Additionally, no Drill-In option was presented.
Do you need any specific Zendesk plans to access this data? Or is available across all plans as long as you have live support channels enabled?
This feature requires Zendesk Suite Enterprise or above, or Explore Enterprise – the graphic at the top of the article shows the plan level requirements.
This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.
Hi Andrew Dyer and Rafael Santos,
Which online channel is this showing up under ?
Just bear with us Drill-in is being rolled out incrementally over the next new days.
Regards
John
John Costello This was for the Support figures.
Edit: We now have Drill-In for Chat and Talk, and those are showing accurate counts for Chat, while very weird ones for Talk agents.
John Costello
Hey! We are eagerly awaiting the rollout of this feature, as we do still not have the "Drill-in" option. Is there an ETA on when it will be fully rolled out?
We are also seeing the same thing - there is currently no drill-in option.
Hi all,
During the rollout of this new feature on March 16th we encountered an issue with data relating to the Agent Status metrics. The issue was that incorrect Agent States were being reported.
Given this, we immediately rolled back to the previous version of Live Reporting which has the correct Agent Status metrics for Agents in Chat, Messaging and Talk Channels, but without the new drill-in functionality.
We will have an update on the following page very soon outlining when you can expect this feature to be released again.
Thank you all for your patience, we really can't wait for you all to get this new feature.
Best Regards
John Costello
Explore Product
Desperately need this!
John Costello is there a timeline as to when this will be live again? We are eager to test it out :D
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