Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Who is doing what, right now. Genuinely useful for running a shift, and easily misused as a performance measure.
What it shows
Five tabs: Agent availability, Agent efficiency, Agent productivity by brand, Agent productivity by group and Agent adherence.
The availability tab is the one people open. It reports agents available for email, messaging and voice, a capacity pie chart per channel, and an Agent statuses breakdown per channel you can click into to see exactly who is in that status. Filters cover brand, group, agent, agent status, channel type, channel and time-agent activity, and that last one applies only to the recent-history reports.
Two small things that save time: the filter icon hides and shows the filter bar, and clicking an agent's name opens their agent profile.
What it is for
Balancing the work today. Somebody carrying five conversations while a colleague has none is a distribution problem you can fix in a minute.
That is the whole legitimate use, and it is a real one.
Adherence has its own tab
Where you run Zendesk WFM, a further tab compares agents against their planned schedule: a split of how many are in and out of adherence, the ten who have been out of it longest in the past hour, and a table with each agent's current activity, how long they have been in it and the ticket they are on.
Before reading anything into that list, check the obvious cause. An agent without a generated schedule is permanently out of adherence, so they head the list without having done anything wrong.
Correcting a status from here
An agent who finishes a shift without signing out stays available, and work keeps being routed to them. A conversational assistant on this dashboard and on the incoming tickets dashboard lets a supervisor set that status straight, which keeps both the routing and the reporting honest. It is in early access; ask us if you want your account enrolled.
What it is not for
Judging people. A snapshot reflects what arrived, who was assigned what, and who is on a hard case. An agent handling one complex complaint looks idle next to somebody closing simple questions.
Say what it is used for
Before switching it on for the team. Agents assume the worst about live monitoring, and an unexplained dashboard showing their status is corrosive in a way that is hard to undo.
If you use it for performance, use history instead
Explore reporting over a month, with volumes and ticket types, is a defensible basis for a conversation. A live screen is not, and everybody involved knows it.
Availability is not effort
Somebody marked unavailable may be writing documentation, training a colleague, or on the phone. The dashboard cannot see any of that.
Look at the team, not the person
The useful pattern is the shape of the whole team: is the load even, is anybody stuck, are there enough people. Individual rows are for spotting somebody who needs help.
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