Announcing new functionality for real-time monitoring dashboards

Announced on | Rollout starts | Rollout ends
December 17, 2025 | December 17, 2025 | January 08, 2026

We're excited to announce new capabilities for the real‑time monitoring dashboards, including recent-history metrics for incoming tickets and agent productivity (including a new leaderboard). We've also introduced SLA live reporting with ticket‑level SLA status and new visualizations.

This announcement answers the following questions:

What’s changing and why?

How will this affect me?

What do I need to do?

What’s changing and why?

We’ve heard your feedback that monitoring live performance isn’t enough. You also need to see short‑term trends to spot issues quickly and act with confidence. To help you do that, we’re adding:

Incoming tickets: Recent history metrics to monitor omnichannel routing queue performance over time, spot trends, and react to traffic spikes.

Agent productivity: Recent history metrics to track agent performance over time, plus a leaderboard view highlighting your best and worst performing agents.

SLA Live Reporting: Ticket‑level SLA target statuses are visible in all ticket tables, new SLA visualizations, and filters by SLA status and SLA policy so you can quickly find breached tickets and take action to bring them toward resolution.

Skills and tags filters in the incoming tickets and ticket progress dashboards.

How will this affect me?

You’ll gain deeper insight into live performance and short‑term trends within a single monitoring view. This helps you:

Identify bottlenecks faster (for example, OCR queue spikes) with recent history metrics.

Compare agent performance trends and spot coaching opportunities with leaderboards and recent history metrics in the agent performance dashboards.

Maintain SLA commitments with clear statuses, visuals, and targeted filters.

Filter your tickets even more effectively with skills and tags filters.

What do I need to do?

You don't need to do anything. These updates will automatically roll out to Explore accounts with Professional and Enterprise plans. To get started, see About real-time monitoring dashboards.

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.