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.
- (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.")
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
19 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
Can someone help me understand:
1. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours -- wayyyy too many
2. What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please?
Thank you!
Hi, I have a 3rd question:
3. Is there a reason the Account name is included but not the Organization?
Can we configure these fields at some point please?
Hi Heather,
Thank you for the questions and feedback I will try to deal with them one by one:
1. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours -- wayyyy too many.
If this is Support Agent Status :
Note we have seen issues with Agents closing browser and not logging out therefore still showing up as Online. We are introducing an idle fix later this year to resolve this behaviour.
2. What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please?
The way it is defined is Support tickets that are assigned to an Agent and are in Open status.
3. Is there a reason the Account name is included but not the Organization?
No this was our MVP to get our Work item data to Market. We will be working on further iterations later this year. I like your idea of making them configurable I will take it back to the team.
Hope this helped to clarify your questions Heather.
Best Regards
John Costello
Explore Product
John Costello,
Thank you for the reply! I'm replying to your replies :D
1. Thank you for introducing the Agent idling feature at some point soon-- I don't know anyone who actually logs out anymore.... Looking forward to that!
2. You said the definition of "Support agent work items" or "working on x tickets" = Support tickets that are assigned to an Agent and are in Open status.
I would push a little on this one-- when we talk about a real time dashboard, "working on" should mean they are on the ticket and editing it. I can see tickets they are assigned to and are in Open status in a view or report, but that's not technically "real time" that I would expect from a live dashboard.
3. Thank you for thinking about making the fields configurable so we can surface what's important to us! Organization Name would be a no-brainer for most of my instances but I have accounts where custom fields would be more desirable.
Hi Heather,
I take your point on the current definition we have for "working-on" for Support work items you are not the only one to have said this to me recently. I am going to challenge this internally and see where I get to.
Does anyone else feel strongly on this point from Heather, the more voices we have the better chance we have to change.
Regards
John Costello
Explore Product
I agree 100% with Heather Rommel!
The idea of a a real time dashboard is to show what they are actually doing
Adding to the chorus on this one. Heather Rommel's feedback on the definition of 'working on' a ticket is what we align with as well.
If the goal of the live dashboards is to see what's happening live then just counting the assigned Open tickets is not meeting that goal. That's static data and could be shown on conventional boards.
For a real time dashboard, I would expect to see what is actively and dynamically being worked on by agents.
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