The Explore live dashboard shows too many agents online in the Support - Agents online metric. Where is this number coming from?
The Support - Agents online metric shows all agents in your Zendesk account who have ever signed in and then never signed out.
To get the most value out of this metric, remind your agents to sign in and out of Zendesk to accurately represent their shifts. This is particularly important for the Support channel, where only two agent states are reported (Online and Offline). If agents don’t sign out, Explore will show them as always online.
Alternatively, you can turn on omnichannel routing to improve the accuracy of the Support - Agents online metric. When omnichannel routing is turned on, unified agent states are also turned on by default for all channels, including Support. Unified agent states include four default states for each channel:
- Transfers Only
Moving to omnichannel routing results in more accurate monitoring because an agent’s state is updated across all channels when they either actively change state or passively go idle. When agents go idle, they’re automatically set to Away or Offline depending on your idle timeout configuration. We recommend configuring the idle timeout state to Offline to accurately represent this in Support.
For more information, see these articles: