|November 21, 2023
|November 6, 2023
This announcement answers the following questions:
Explore live dashboards now support unified and custom agent statuses. For Enterprise customers using omnichannel routing, the Explore prebuilt live dashboard now includes more granular information about agents' statuses and capacity. You can drill into the dashboard’s live status metrics for details, taking advantage of flexible filtering and tooltips explaining agent capacity.
Additionally, Enterprise customers now have access to live data metrics for unified and custom agent statuses. Using these metrics, you can create custom live dashboards that help you understand your current available staffing. This information allows you to make decisions across channels about how much work can be done based on your available agents.
Why is Zendesk making this change?
Customers can use live reporting to get visibility on what’s happening in their contact center in real time. With the support for unified and custom agent statuses, customers get the full picture of what their agents are working on. This allows team leaders to quickly find and match available agent capacity with the right ticket backlog. Without leaving their workflow, team leaders can drill into an individual agent’s current backlog and open Support tickets directly from Explore live reporting.
Team leaders and workforce managers can also add live KPIs showing the number of agents signed into unified statuses to their Explore dashboards. This allows them to quickly find and match available agent capacity with the current ticket backlog and thereby ensure overall contact center productivity.
What do I need to do?
There's no action required of you. This update has automatically rolled out to all Explore Enterprise accounts. For more information about these updates to live dashboards and the addition of live agent status metrics, see the following articles: