How can I track real-time status of agents working on messaging tickets?

Question

How do I track the real-time status of agents who handle my messaging tickets? I want to see who is online and how many open messaging tickets each agent has.

Answer

Use the Real-time monitoring section in Zendesk analytics, formerly known as Explore, to track the real-time status of agents for messaging tickets.

To view and track real-time status for messaging tickets:

Open the product tray, then select Analytics

Click the Dashboards icon (), select the Real-time monitoring tab

On the real-time monitoring home page, select Agent productivity, then click View

Select the Agent availability tab, then filter by brand, group, agent, agent status, channel type, and channel.

Under Messaging, see the number of agents available for messaging. Click the number to view details for each agent

Messaging capacity in use shows the number of tickets assigned to each agent