Note: This recipe works only in the Explore beta dashboard builder.
If you’ve created custom omnichannel queues, you can create a dashboard that shows you live data on how work is being routed through your queues. This gives you an at-a-glance view of your queues, helping you understand how much work is awaiting available agents and how long work items spend in each queue on average.
This dashboard includes data on your custom queues only, not on the standard omnichannel routing queue.
This article contains the following topics:
Related articles:
What you’ll need
Skill level: Beginner
Time required: 5 minutes
- Zendesk Explore Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Omnichannel routing (see Turning on omnichannel routing) with at least one custom queue (see Creating additional omnichannel routing queues)
- Ticket, messaging, or call data
Creating the dashboard
- In Explore, click the Dashboard icon (
) in the left sidebar.
- In the Dashboards library, click New dashboard > Use beta builder.
- With Blank dashboard selected, click Select.
- Click the plus icon (+) in the upper right and select Live data.
- Search for and select Queues - List. The component is added to your dashboard and contains the latest supported live metrics for columns.
- Click the plus icon (+) in the upper right and select Live filter.
You can read about the available live filters in this article. - Resize and rearrange the components as desired.
- Click the pencil icon (
) in the upper left and give the dashboard a descriptive name, such as Custom omnichannel queue performance.
- If you want to customize the table to show only selected columns you can remove or add columns by clicking the pencil icon (
) and selecting column visibility. You can remove columns by deselecting the tags or by opening the Order drop-down list and deselecting columns you don't want. You can add columns by opening the Order drop-down and selecting the columns you want. The column displaying the name of the queue cannot be removed.
- Click Save.
- Share the dashboard as needed.
When finished, your dashboard should look something like the following screenshot:
9 comments
Anton Verhelst
Hi, the article in the header mentions this is Enterprise (Plus) only, but the recipe mentions Zendesk Explore Professional or Enterprise.
Can someone confirm which Suite plan I need for this to work?
0
Erin O'Callaghan
Hi Anton Verhelst, I've updated the recipe to note that you need an Enterprise plan.
0
Thomas D'Hoe
Hi Erin O'Callaghan , I'm still confused. The info in the article still contradicts each other.
![](/hc/user_images/01J03HFK7JFTQ41H0FDYRBCZZP.png)
0
Erin O'Callaghan
Hi Thomas D'Hoe, the article has now been corrected to say that this is available on Professional and Enterprise plans.
0
Thomas D'Hoe
Hi Erin O'Callaghan , are you sure it's available for professional plans? We meet all the requirements, but I don't see the ‘live data’ reporting data as mentioned in the article.
0
Agnieszka Czajka
Thomas D'Hoe thanks for raising this. The feature is actually available to all users with access to Live Data in Explore, but adding Live widgets to the dashboard in only Enterprise feature. At this moment there is no precanned dashboard with live queue component, so the Professional users do not have access to it. We will be releasing precaned dashboard with queues in the next few weeks, so the gap will be closed but in the meantime that is indeed only accessible for Enterprice. I will let you know when the new precanned dashboard is live.
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Rashed Ripon
Is the “drill” feature coming in the “Work in queue”?
I would like to see a list of tickets that are in the queue.
1
Akshay Gupta
Hey, I want to build a similar dashboard but more of to track live agent login hours, such as Total login hours, total breaks taken, state wise duration at an agent level etc.
This is will help us to track the agents better from an governance standpoint and will directly have an impact on agent efficiencies.
0
Sarah
Are queues available in other data sets for reporting apart from this dashboard?
0