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Live Calls - Filtering By Group not Line on Talk Dashboard

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Alex Nehrkorn

Posted Apr 20, 2021

On the Talk Dashboard, we can monitor live calls by line (filter by line). Since calls are routed to specific groups; we'd like to have an option to monitor live calls by group in addition to by line. 

For example, we have the same phone line for both clients and customers. Clients go to one group, customers go to another group. If we filtered by group, we could see how many calls from just customers are holding. 

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    Amie Brennan

    Hi Alex,

    Side note to the above for you, if you have Explore Enterprise, you can use the Live Talk Dashboard inside Explore which allows you to filter by groups, as opposed to Lines which you're currently used too. 

    You may also want to check this article here on the differences between the Explore V Support Talk Live dashboards.

    https://support.zendesk.com/hc/en-us/articles/360060837533-Discrepancies-between-the-Talk-Live-calls-dashboard-and-the-Explore-Enterprise-live-dashboard

    Hope this helps. :)

    Best,

    Amie

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