Explore recipe: Reporting on custom omnichannel queue performance

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<span class="notetitle"> Note:</span> This recipe works only in the <a href="https://support.zendesk.com/hc/en-us/articles/4408826499482" rel="noopener noreferrer" target="_blank">Explore beta dashboard builder</a>.</div>
<p>If you’ve <a href="https://support.zendesk.com/hc/en-us/articles/6716530152858" rel="noopener noreferrer" target="_blank">created custom omnichannel queues</a>, you can create a dashboard that shows you live data on how work is being routed through your queues. This gives you an at-a-glance view of your queues, helping you understand how much work is awaiting available agents and how long work items spend in each queue on average.</p>
<p>This dashboard includes data on your custom queues only, not on the <a href="https://support.zendesk.com/hc/en-us/articles/6712096584090" rel="noopener noreferrer" target="_blank">standard omnichannel routing queue</a>.</p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01HX7ER665FAD9MMJPH1JRSNX0">What you’ll need</a></li>
<li><a href="#h_01HX7ER35QVSW8004FKZ1ATC6B">Creating the dashboard</a></li>
</ul>
<p>Related articles:</p>
<ul>
<li><a href="https://support.zendesk.com/hc/en-us/articles/6712096584090">Understanding omnichannel routing queues</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/6716530152858" rel="noopener noreferrer" target="_blank">Creating additional omnichannel routing queues</a></li>
</ul>
<h2 id="h_01HX7ER665FAD9MMJPH1JRSNX0">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 5 minutes</p>
<ul>
<li>Zendesk Explore Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" rel="noopener noreferrer" target="_blank">Giving users access to Explore</a>)</li>
<li>Omnichannel routing (see <a href="https://support.zendesk.com/hc/en-us/articles/5866925319962" rel="noopener noreferrer" target="_blank">Turning on omnichannel routing</a>) with at least one custom queue (see <a href="https://support.zendesk.com/hc/en-us/articles/6716530152858" rel="noopener noreferrer" target="_blank">Creating additional omnichannel routing queues</a>)</li>
<li>Ticket, messaging, or call data</li>
</ul>
<h2 id="h_01HX7ER35QVSW8004FKZ1ATC6B">Creating the dashboard</h2>
<ol>
<li>In Explore, click the <strong>Dashboard</strong> icon (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li>In the Dashboards library, click <strong>New dashboard</strong> &gt; <strong>Use beta builder</strong>.</li>
<li>With <strong>Blank dashboard</strong> selected, click <strong>Select</strong>.</li>
<li>Click the plus icon (+) in the upper right and select <strong>Live data</strong>.</li>
<li>Search for and select <strong>Queues - List</strong>. The component is added to your dashboard and contains  the <a href="https://support.zendesk.com/hc/en-us/articles/4408843357210-Live-data-components-for-Explore-dashboards#topic_kxg_qg5_zyb" rel="noopener noreferrer" target="_blank">latest supported live metrics for columns</a>.</li>
<li>Click the plus icon (+) in the upper right and select <strong>Live filter</strong>.<br>You can read about the available live filters <a href="https://support.zendesk.com/hc/en-us/articles/4408843357210-Live-data-components-for-Explore-dashboards" rel="noopener noreferrer" target="_blank">in this article</a>.</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4408830235930#h_01H30A4512MPDTX73GN3PABSZ2">Resize and rearrange the components</a> as desired.</li>
<li>Click the pencil icon (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_pencil.png" width="16">) in the upper left and give the dashboard a descriptive name, such as <strong>Custom omnichannel queue performance</strong>.</li>
<li>If you want to customize the table to show only selected columns you can remove or add columns by clicking the pencil icon (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_pencil.png" width="16">) and selecting column visibility. You can remove columns by deselecting the tags or by opening the <strong>Order</strong> drop-down list and deselecting columns you don't want. You can add columns by opening the <strong>Order</strong> drop-down and selecting the columns you want. The column displaying the name of the queue cannot be removed.</li>
<li>Click <strong>Save</strong>.</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4408830235930#h_01FG7ATYBJWB4GX4D49HQDES3K" rel="noopener noreferrer" target="_blank">Share the dashboard</a> as needed.</li>
</ol>
<p>When finished, your dashboard should look something like the following screenshot:</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/8087584821274"></p>
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