Seeing live agent status and activities

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
• Seeing which tickets an agent is working in Zendesk Support
• Seeing which chats an agent is serving in Zendesk Chat
• Seeing which conversations an agent is working in Zendesk Messaging
• Seeing which call an agent is working on in Zendesk Talk

Seeing which agents are online

1. In Explore, click the Dashboard icon ().
2. Open a live dashboard.
3. 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.

   

   Note: The Capacity in use column appears only if you’ve enabled omnichannel routing. See Creating capacity rules to balance agent workloads for more information on setting agent capacity.
4. (Optional) Search for a specific agent in the search bar at the top. Use a caret (^) to specify that the agent's name must start with your exact search term. (For example, ^Alex will return "Alex Jensen," but not "Maria Alexander.")

Note: Currently, you can't drill into a live agent status metric if there are more than 500 agents in that status. Use dashboard filters to lower the number of agents that a live metric reflects. When you do, you'll be able to drill into the metric.

Seeing which tickets an agent is working on in Zendesk Support

1. Open the list of online agents.
2. 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

If you’ve enabled omnichannel routing, this window also shows the agent’s capacity below their name. See Creating capacity rules to balance agent workload for more information on setting agent capacity.

Seeing which chats an agent is serving in Zendesk Chat

1. Open the list of online agents.
2. From the list, search for or 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

If you’ve enabled omnichannel routing, this window also shows the agent’s capacity below their name. See Creating capacity rules to balance agent workloads for more information on setting agent capacity.

Seeing which conversations an agent is working on in Zendesk Messaging

1. Open the list of online agents.
2. From the list, search for or 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

If you’ve enabled omnichannel routing, this window also shows the agent’s capacity below their name. See Creating capacity rules to balance agent workloads for more information on setting agent capacity.

Seeing which call an agent is working on in Zendesk Talk

1. Open the list of online agents.
2. From the list, search for or select the agent you want to see live data about.

The Talk agent work items window appears and shows details about the call the agent is currently working on, including:

• Ticket ID: The unique ID number of the ticket associated with the call
• Group: The name of the group where the call was answered
• Call type: The type of call (described in Metrics and attributes for Zendesk Talk)
• Caller: The phone number of the caller
• Duration: How long the call has been going on

If you’ve enabled omnichannel routing, this window also shows the agent’s capacity below their name. See Creating capacity rules to balance agent workloads for more information on setting agent capacity.