Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Who gets to see the live numbers, and what putting them on a wall does to the way people work. Whatever is on the screen is what people optimise for.
Share it
- Open the real-time dashboard and click Share.
- On the Invite people page, enter the team members or groups, and choose whether to send them an email invitation.
- Click Invite people. Everyone you picked appears in the People with access list.
- Then decide whether it also goes on a shared screen, and tell the team what it is for.
One thing to expect: two people can open the same dashboard and see different figures, because what each of them may see follows their own Zendesk permissions.
A displayed number becomes a target
Whatever is on the screen is what people optimise for, whether or not you intended it as a goal. Put up the queue and people work the queue, including at the expense of the harder ticket they were on.
So choose what is displayed as carefully as you would choose a target.
Queue numbers are safer than individual ones
The team can act on how many are waiting. A shared screen naming individuals and their counts changes the atmosphere, and it changes what people pick up.
Say what it is for
"So we can see when to move somebody across" is a reason people accept. Silence gets interpreted as monitoring, and the interpretation sticks.
Consider who walks past
A screen in a shared space is visible to visitors and to colleagues from other departments. Customer names and agent status both deserve a thought before they are on a wall.
Remote teams need it differently
Where there is no wall, this is a dashboard people open, and an agreed rhythm works better than expecting anyone to watch continuously.
Review whether it is still watched
Screens set up during a busy period stay up long after anybody looks at them, and an ignored screen still shapes what people think you measure.
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