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.
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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 following columns:
- Order: The order of the queue. Queues are checked for matching conditions from top to bottom on the Queues page in Admin Center, and work flows into the first queue that matches.
- Name: The name of the queue.
- Primary groups: The primary groups associated with the queue.
- Work in queue: The sum of all work items in the queue waiting to be routed to an agent.
- Avg. time in queue: The average time a work item spends in the queue before being routed to an agent, separated by the channels the queue serves.
- Click the plus icon (+) in the upper right and select Live filter.
- Search for and select the following filters:
- Queues - Group
- Queues - Name
- 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.
- Click Save.
- Share the dashboard as needed.
When finished, your dashboard should look something like the following screenshot:
Viewers can filter the list of queues by primary group and name, choosing up to five values for each filter. The total number of queues matching your filters appears in the top left of the list.