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Explore recipe: Reporting on custom omnichannel queue performance



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Erin O'Callaghan

Zendesk Documentation Team

Edited Sep 24, 2024


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9 comments

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?

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Erin O'Callaghan

Zendesk Documentation Team

Hi Anton Verhelst, I've updated the recipe to note that you need an Enterprise plan. 

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Thomas D'Hoe

Community Moderator

Hi Erin O'Callaghan , I'm still confused. The info in the article still contradicts each other.

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Erin O'Callaghan

Zendesk Documentation Team

Hi Thomas D'Hoe, the article has now been corrected to say that this is available on Professional and Enterprise plans.

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Thomas D'Hoe

Community Moderator

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. 

 

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Agnieszka Czajka

Zendesk Product Manager

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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Is the “drill” feature coming in the “Work in queue”?

 

I would like to see a list of tickets that are in the queue.

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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. 

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Are queues available in other data sets for reporting apart from this dashboard?

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