Plan requirement
| Subscription | Any plan |
| Access | Agent |
The chat dashboard shows who is on your site now and which conversations are running. Live, and separate from Explore.
What it shows
- Visitors on your site, with the page they are on.
- Conversations in progress, and who is handling each.
- Agent availability across departments.
- Live counts of waiting and served.
Two places inside it
Visitors in the left panel is the real-time list of everybody on your site, with their browser, operating system, location, the pages they have visited and where they came from. Monitor is the metrics view, where the top row is the queue: chats nobody has served yet, alongside assigned ones.
Live, not historical
The distinction that matters. This is what is happening now; Explore is where you go for what happened. Managers wanting trends should be in Explore, and managers wanting to know whether to help right now should be here.
The line is not quite absolute: Explore has a live dashboard for chat as well, with active chats and chats in queue. What it does not have is the visitor list, and that is the reason to be here rather than there.
The visitor list
Chat's most distinctive feature and the one messaging does differently. Seeing who is on which page lets an agent start a conversation with somebody who looks stuck.
Used well that is genuinely helpful. Used badly it is a pop-up ten seconds after somebody arrives, and it is worth agreeing as a team which one you are doing.
Watch it during busy periods
The number worth watching is waiting visitors against available agents. When that ratio goes wrong, chat degrades quickly, because everyone waiting is watching a screen.
Not for reporting
Figures here are live and not a record. Anything you need to compare over time comes from Explore, which has its own chat metrics.
What replaces it
The dashboard goes with Zendesk Chat on 31 January 2028, and most of what you do here already has somewhere else to live. Monitor becomes an Explore dashboard, the history view becomes the agent dashboard and customer context in the Agent Workspace, and banning a visitor becomes suspending a user.
The visitor list is the exception. Nothing in messaging reproduces a live list of who is on which page, so if that is what you use this dashboard for, that is the part of your way of working to rethink rather than relocate.
Comments
0 comments
Article is closed for comments.