Announcing the agent adherence real-time monitoring dashboard

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends </strong></td>
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<td style="height: 22px; width: 33.3333%;">May 13, 2026</td>
<td>May 13, 2026</td>
<td style="height: 22px; width: 33.3333%;">May 13, 2026 </td>
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</table></figure><p>We're excited to announce the latest addition to the Zendesk real-time monitoring dashboards. The <strong>agent adherence</strong> real-time dashboard helps workforce managers, supervisors, and admins track whether agents are working according to their planned schedules. </p><p>This announcement answers the following questions:</p><ul>
<li data-list-item-id="e4556ef4f6134018646a1b0b41d46ad07"><a href="#h_01KREBQNWZFXYKN711VX61MZ1M">What is changing?</a></li>
<li data-list-item-id="e45fc4f36949252b1426a1c78847aa709"><a href="#h_01KREBQWFVYPJQX8HK1JP61XXB">Why is Zendesk making this change?</a></li>
<li data-list-item-id="ed0e7127dfec997bbb7b5e82047467138"><a href="#h_01KREBR2JC60343HQ2SDSFYNQ3">What do I need to do?</a></li>
</ul><h2 id="h_01KREBQNWZFXYKN711VX61MZ1M">What is changing?</h2><p>The new agent adherence reports include:</p><ul id="topic_ykt_gbv_whc__ul_gdh_q3v_whc">
<li data-list-item-id="e08062eb414f2569205e52344cc749437">A pie chart displaying the number of agents in and out of adherence. </li>
<li data-list-item-id="e344e03f5c144efc9b96868e92fe7399f">The ten agents who have been out of adherence for the longest time in the last 60 minutes. </li>
<li data-list-item-id="e7f9f8350de88960ea31d16a76ec89540">A detailed table of all agents and their adherence status, including:<ul id="topic_ykt_gbv_whc__ul_u5q_2yh_5hc">
<li data-list-item-id="ececd8b410db280f7f5a3955c43360a4b">
<strong>Agent, Group, and Brand</strong>: The agent’s name and organizational attributes.</li>
<li data-list-item-id="efce85709129751e3fec83e4e0ca3b7a2">
<strong>Activity</strong>: Current real-time status tracked in WFM, such as a general task or a ticket workstream.</li>
<li data-list-item-id="e9193680614042e2365ae2c3fe9ae65a9">
<strong>Activity duration</strong>: The length of time spent in the current adherence status.</li>
<li data-list-item-id="eda32723026fbcccb022102a19676f9ed">
<strong>Current ticket</strong>: If an agent is working on a ticket, you’ll see the ticket ID and how long they’ve been on it.</li>
<li data-list-item-id="eeb5fc3a105d72c8f1dd833ddb96b1db4">
<strong>Adherence status</strong>: Indicates whether the agent is in or out of adherence.</li>
</ul>
</li>
</ul><figure class="wysiwyg-image"><img style="aspect-ratio: 639/460;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_500.png" width="639" height="460"></figure><p>The new dashboard is included as a tab in the <a href="https://support.zendesk.com/hc/en-us/articles/9757103842458">agent productivity real-time monitoring dashboard</a>.</p><h2 id="h_01KREBQWFVYPJQX8HK1JP61XXB">Why is Zendesk making this change?</h2><p>By integrating Zendesk Workforce Management (WFM) data with real-time analytics, the dashboard provides a single view of your team's performance against adherence goals.</p><p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/9757103842458">Using the agent productivity real-time dashboard</a>.</p><h2 id="h_01KREBR2JC60343HQ2SDSFYNQ3">What do I need to do?</h2><p>No action is required. If you are using Zendesk WFM and have Explore admin or viewer access, you'll find this dashboard as a tab in the Agent productivity real-time dashboard.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas?filters%5BproductArea%5D%5B0%5D=62" target="_blank" rel="noopener noreferrer">Community forum</a>, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a>.</p>