Explore recipe: Creating a dashboard to report on live agent status

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<div class="note note">
<span class="notetitle">Note:</span> This recipe works only in the <a href="https://support.zendesk.com/hc/en-us/articles/4408826499482">Explore beta dashboard builder</a>.</div>
<p>If you've <a href="https://support.zendesk.com/hc/en-us/articles/5866925319962">turned on omnichannel routing</a>, you can create a custom live dashboard that shows you unified, custom, and channel-specific agent statuses at a glance. This helps you understand your current available staffing, allowing you to make decisions across channels about how much work can be done based on your available agents.</p>
<p><img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_recipe_agent_status_live_dashboard.png" width="600"></p>
<p>This recipe contains the following topics:</p>
<ul>
<li><a href="#h_01HER4BMX6H6EWXYPGCPKZC8R5">What you’ll need</a></li>
<li><a href="#h_01HER4BF3DAQ1A1SCJ2KME4ER0">Creating the dashboard</a></li>
</ul>
<p>Related articles:</p>
<ul>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4422485166746">Seeing live agent status and activities with Explore</a></li>
<li><a href="https://support.zendesk.com/hc/en-us/articles/4408843357210">Live data widgets for Explore dashboards</a></li>
</ul>
<h2 id="h_01HER4BMX6H6EWXYPGCPKZC8R5">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 15 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">Giving users access to Explore</a>)</li>
<li>Omnichannel routing (see <a href="https://support.zendesk.com/hc/en-us/articles/5866925319962">Turning on omnichannel routing</a>)</li>
</ul>
<h2 id="h_01HER4BF3DAQ1A1SCJ2KME4ER0">Creating the dashboard</h2>
<p>Using the Explore beta dashboard builder, you’ll create a dashboard with three sections:</p>
<ul>
<li>Unified agent statuses</li>
<li>Custom agent statuses</li>
<li>Channel statuses</li>
</ul>
<h3 id="h_01HER4CBSN9P05Y9HE0WBMXMN5">Create a new dashboard</h3>
<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>Click <strong>New dashboard</strong> &gt; <strong>Use beta builder</strong>.</li>
<li>In the <strong>Start a dashboard</strong> window, select <strong>Blank dashboard</strong> and click <strong>Select</strong>.</li>
</ol>
<h3 id="h_01HER4CQ9RR11G54T0591F7X2H">Create the unified agent statuses section</h3>
<ol>
<li>In your dashboard, click the plus (+) icon in the upper right and select <strong>Text</strong>.</li>
<li>Click the text box and enter <strong>Unified agent statuses</strong>.</li>
<li>Select the text and use the formatting bar to modify it as needed.</li>
<li>Use the grabber in the lower-right corner of the text box to resize it as needed.</li>
<li>Click the plus (+) icon again and select <strong>Live data</strong>.</li>
<li>Search for and select the following live data components:<br>
<ul>
<li><strong>Agents online</strong></li>
<li><strong>Agents offline</strong></li>
<li><strong>Agents away</strong></li>
<li><strong>Agents transfer only</strong></li>
</ul>
</li>
<li>Drag and drop the components to arrange them underneath the header.</li>
</ol>
<h3 id="h_01HER4D01DXFPD1P4QZKXM7CWR">Create the custom agent statuses section</h3>
<ol>
<li>In your dashboard, click the plus (+) icon in the upper right and select <strong>Text</strong>.</li>
<li>In the text box, enter <strong>Custom agent statuses</strong>.</li>
<li>Select the text and use the formatting bar to modify it as needed.</li>
<li>Use the grabber in the lower-right corner of the text box to resize it as needed.</li>
<li>Click the plus (+) icon again and select <strong>Live data</strong>.</li>
<li>Search for and select <strong>Other agent statuses</strong>.</li>
<li>Search for and select the live data components for each of your custom statuses.<br>
<div class="note note">
<span class="notetitle">Note:</span> Searching for a custom status component by name doesn’t work until you’ve opened the <strong>Other agent statuses</strong> folder.</div>
</li>
<li>Drag and drop the components to arrange them underneath the header.</li>
</ol>
<h3 id="h_01HER4D9QBBV42AVE2H8CFZRVS">Create the channel statuses section</h3>
<ol>
<li>In your dashboard, click the plus (+) icon in the upper right and select <strong>Text</strong>.</li>
<li>In the text box, enter <strong>Channel statuses</strong>.</li>
<li>Select the text and use the formatting bar to modify it as needed.</li>
<li>Use the grabber in the lower-right corner of the text box to resize it as needed.</li>
<li>Click the plus (+) icon again and select <strong>Live data</strong>.</li>
<li>Search for and select the following live data components:<br>
<ul>
<li><strong>Support agents online</strong></li>
<li>
<strong>Messaging agents online</strong> (If you use Chat, add <strong>Chat agents online</strong> instead)</li>
<li><strong>Talk agents online</strong></li>
</ul>
</li>
<li>(Optional) Add other channel-specific live data components. See <a href="https://support.zendesk.com/hc/en-us/articles/4408843357210">Live data widgets for Explore dashboards</a> for a list of available components.<br>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you add multiple channel-specific live data components, consider splitting the <strong>Channel statuses</strong> section into separate sections, one for each channel.</div>
</li>
<li>Drag and drop the components to arrange them underneath the header.</li>
</ol>
<h3 id="h_01HER4DGQA6TTC8T0WYN6P5TWM">Name and share the dashboard</h3>
<ol>
<li>Click the pencil icon (<img height="16" 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>Live agent statuses</strong>.</li>
<li>Click <strong>Save</strong>.</li>
<li>
<a href="https://support.zendesk.com/hc/en-us/articles/4408830235930#h_01FG7ATYBJWB4GX4D49HQDES3K">Share the dashboard</a> as needed.</li>
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