Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Live components show current queue figures on an ordinary dashboard. A different data source sitting next to historical reports.
Add one
- Open the dashboard for editing.
- Add a live component.
- Choose what it shows, such as tickets waiting or agents available.
- Place it where it will be noticed.
What they are for
The current state: how many are waiting, how long the oldest has been there, who is available. Numbers somebody acts on within the hour.
Mark them clearly
They update on a different rhythm from everything else on the dashboard. A live figure next to a report from the last refresh will be compared, and the two will not agree.
Label them, and put them together rather than scattered among the historical charts.
Only where somebody can act
A live queue number on a monthly management dashboard is noise: nobody reading that report is going to pick up a ticket. It belongs on a dashboard a team lead has open during the day.
Keep it to a few
Waiting, oldest, available. Those three describe a queue. More than that becomes a wall of moving numbers that people stop reading.
Real-time dashboards may be the better home
Where the whole need is current state, the purpose-built real-time dashboards do it better. Live components are for adding a little of that to a dashboard whose main job is history.
Watch what a number implies
Live agent availability is visible to whoever opens the dashboard. Decide whether that should be on a screen the whole company can see.
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