| Announced on | Rollout on |
| May 7, 2024 | May 7, 2024 |
The Explore product team is proud to introduce a new feature for enhanced data visualization: live omnichannel queues reporting!
This announcement answers the following questions:
What’s changing and why?
In response to the need for real-time insight into omnichannel routing (OCR) custom queues performance, we've developed the live omnichannel queues reporting component.
This new table component allows you to create a dashboard that displays live data on how work is being routed through your custom queues. This gives you an instant overview of your queues, helping you understand the volume of work awaiting available agents and the average time work items spend in each queue.
We have included basic data about your OCR queues that you can view in the new component:
- Queue name
- Queue order
- Work in the queue
- Primary groups serving the queue
- Average time work item spends in the queue spread by channel
You can filter these data by following filters:
- Primary groups
- Queue name
How will this affect me?
The live omnichannel queues reporting feature provides you with real-time insights into your custom omnichannel queues. This helps you better manage your queues and understand their performance in real time. If you’ve turned on OCR and created custom queues, then you can add the new component to your dashboard.
What do I need to do?
No action is required from you. This update is automatically rolling out to all eligible Explore accounts on the timeline listed above.
For more information on how to use this new feature, see Explore recipe: Reporting on custom omnichannel queue performance.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.