Explore recipe: Creating a dashboard to report on live agent status

Note: This recipe works only in the Explore beta dashboard builder.

If you've turned on omnichannel routing, you can create a custom live dashboard that shows you unified, custom, and channel-specific agent statuses at a glance. This helps you understand your current available staffing, allowing you to make decisions across channels about how much work can be done based on your available agents.

This recipe contains the following topics:

• What you’ll need
• Creating the dashboard

Related articles:

• Seeing live agent status and activities with Explore
• Live data widgets for Explore dashboards

What you’ll need

Skill level: Beginner

Time required: 15 minutes

• Zendesk Explore Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Omnichannel routing (see Turning on omnichannel routing)

Creating the dashboard

Using the Explore beta dashboard builder, you’ll create a dashboard with three sections:

• Unified agent statuses
• Custom agent statuses
• Channel statuses

Create a new dashboard

1. In Explore, click the Dashboard icon () in the left sidebar.
2. Click New dashboard > Use beta builder.
3. In the Start a dashboard window, select Blank dashboard and click Select.

Create the unified agent statuses section

1. In your dashboard, click the plus (+) icon in the upper right and select Text.
2. Click the text box and enter Unified agent statuses.
3. Select the text and use the formatting bar to modify it as needed.
4. Use the grabber in the lower-right corner of the text box to resize it as needed.
5. Click the plus (+) icon again and select Live data.
6. Search for and select the following live data components:
   
   • Agents online
   • Agents offline
   • Agents away
   • Agents transfer only
7. Drag and drop the components to arrange them underneath the header.

Create the custom agent statuses section

1. In your dashboard, click the plus (+) icon in the upper right and select Text.
2. In the text box, enter Custom agent statuses.
3. Select the text and use the formatting bar to modify it as needed.
4. Use the grabber in the lower-right corner of the text box to resize it as needed.
5. Click the plus (+) icon again and select Live data.
6. Search for and select Other agent statuses.
7. Search for and select the live data components for each of your custom statuses.
   
   Note: Searching for a custom status component by name doesn’t work until you’ve opened the Other agent statuses folder.
8. Drag and drop the components to arrange them underneath the header.

Create the channel statuses section

1. In your dashboard, click the plus (+) icon in the upper right and select Text.
2. In the text box, enter Channel statuses.
3. Select the text and use the formatting bar to modify it as needed.
4. Use the grabber in the lower-right corner of the text box to resize it as needed.
5. Click the plus (+) icon again and select Live data.
6. Search for and select the following live data components:
   
   • Support agents online
   • Messaging agents online (If you use Chat, add Chat agents online instead)
   • Talk agents online
7. (Optional) Add other channel-specific live data components. See Live data widgets for Explore dashboards for a list of available components.
   
   Tip: If you add multiple channel-specific live data components, consider splitting the Channel statuses section into separate sections, one for each channel.
8. Drag and drop the components to arrange them underneath the header.

Name and share the dashboard

1. Click the pencil icon () in the upper left and give the dashboard a descriptive name, such as Live agent statuses.
2. Click Save.
3. Share the dashboard as needed.