Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Three dashboards showing the current state, under Analytics. A different tool from Explore reporting, for a different question.
The three, and what each one is for
| Incoming tickets | The queue backlog, with drill-in. Needs omnichannel routing, and stays empty without it. |
| Ticket progress | What is in progress and what has just been completed in the agent backlog. |
| Agent productivity | Agent and group performance across channels. |
You reach them from Real-time monitoring home, opened from Analytics in the Zendesk products menu.
How current is current
KPIs and tables refresh every 20 seconds. Charts covering hours or days refresh every minute. That is fast enough to act on and slow enough that two people looking at the same screen can read different numbers a moment apart.
Explore answers a different question
Real-time counts the current moment; Explore counts a completed period as of the last refresh. Two numbers about superficially the same thing that will never agree, and both are right.
These are also not management reporting. There is nothing to export or schedule, so a weekly dashboard is still an Explore job.
Who they are for
Whoever is running the floor today: a team lead deciding where to put people, or a supervisor watching a queue during a busy period.
The oldest is the important number
A queue of thirty with the oldest at four minutes is healthy. A queue of three with the oldest at two hours is not, and a headline count hides that entirely.
On a screen, with care
Putting one on a wall changes behaviour, and not always as intended. Agents work to what is displayed, so display what you want prioritised.
Availability is visible
Who is online, and in some views what they are doing. Decide deliberately who should see that before putting it where everyone can.
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