| Announced on | Rollout on |
|---|---|
| July 28, 2025 | July 28, 2025 |
We’re excited to announce the launch of three new reporting dashboards that combine data from various channels to provide visibility into your business. These new reports combine both real-time and historical views of your data to give you a clearer picture of your business.
This announcement includes the following topics:
What is changing?
Zendesk analytics have historically been channel-based, for example, tickets, knowledge, and voice.
The three new real-time monitoring dashboards combine data from all of your channels to provide continuous visibility into your service operations. The new dashboards are:
- Incoming tickets: Comprehensive reporting on your queue backlog with detailed drill in (requires omnichannel routing).
- Ticket progress: Details about in-progress and recently completed tasks in your agent backlog.
- Agent productivity: An overview of how your agents and groups of agents are performing across channels.
These dashboards are available from the analytics dashboard library. The dashboards are based on use cases rather than channels to more accurately reflect common service workflows as well as agents day-to-day tasks. They can help you get the insights you need to make real-time decisions and optimize your team workflows.
Why is Zendesk making this change?
We’ve heard from you that you’d like to see expanded functionality and flexibility in real-time reporting, including:
- Show key metrics for real time and recent history in the same dashboard.
- Show sufficient data across relevant use cases to understand your contact center and team performance, operation and efficiency.
- Add multiple filters to your dashboards to tailor your view to your unique business needs.
- Results customized to the users profile and permissions.
- Drill-in and understand results in more granular detail.
- Rapidly understand dashboard trends and therefore, take an action when required such as:
- Change agent state
- Reassign tickets
- Reassign agents in queue
- Shadow agents on tickets
- Assign agent skills & update capacity
The real-time monitoring dashboards are an important step towards meeting these requirements.
These improvements will take place over time. You can see a roadmap of our plans here.
For full documentation, see Working with real time monitoring dashboards.
What do I need to do?
If you have a supported plan and you've signed up for the EAP, you’ll find the new dashboards in the Explore dashboard library.
If you have feedback or questions about 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.