|Announced on||Rollout starts||Rollout ends|
|March 15, 2022||June 8, 2022||June 10, 2022|
We’re excited to announce a new way to use Explore live dashboards to see the current availability and work items for agents across all channels in your Zendesk system. This information helps supervisors balance availability and workloads across teams, as well as monitor individual agent performance, all from a central dashboard.
This announcement answers the following questions:
For Explore Enterprise customers, we've launched a new set of live agent status metrics for all channels. This includes new additional metrics for Talk agent status (Agents offline, Agents away, and Agents transfer only) and, for the first time, Support metrics for Agents online and Agents offline.
For more information on live agent status metrics, see Live data widgets for Explore dashboards.
At the same time, we’re also rolling out the ability to drill into these agent status metrics. Users will be able to click on an agent status metric and see exactly which agents are in that status. Users will also be able to click on a specific agent and see which tickets, chats, or conversations they’re working on in real time.
For more information, see Seeing live agent status and activities.
What do I need to do?
There’s no action for you to take. We’ve automatically migrated all existing live agent status metrics to the new formats.
Note, however, that you might not see these changes until the rollout is completely finished on March 18, 2022.