Announcing general availability of real-time monitoring dashboards

Announced on | Rollout starts | Rollout ends
October 07, 2025 | October 07, 2025 | October 28, 2025

We’re excited to announce the launch of Zendesk real-time monitoring. Real-time monitoring is a new space within Zendesk Analytics that combines data across various channels to help customers make faster, smarter decisions.

As part of this release, we are launching three real-time dashboards, built around key use cases, which aim to provide supervisors with more granular visibility over their contact center's performance.

Watch the following video to see the real-time monitoring dashboards in action:

Real-time monitoring dashboards demo (2:49)

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What’s next?

What do I need to do?

What is changing?

Zendesk Analytics have historically been channel-based, for example, tickets, knowledge, and voice.

The new real-time monitoring space combines data from support, messaging, and voice channels to provide continuous visibility into your service operations.

Within this new area, we have launched three use-case-based dashboards:

Incoming tickets: Comprehensive reporting on your queue activity with detailed drill-in (requires omnichannel routing).

Ticket progress: Details about in-progress and recently completed tasks in your agent backlog.

Agent productivity: An overview of how your agents and groups of agents are performing across channels.

These dashboards are available from the Real-time monitoring section in Zendesk Analytics (). The dashboards are based on use cases rather than channels to more accurately reflect common service workflows as well as agents' day-to-day tasks. They can help you get the insights you need to make real-time decisions and optimize your team’s workflows.

Why is Zendesk making this change?

You've told us that you’d like to see expanded functionality and flexibility in real-time reporting, including:

Show key metrics for real-time and recent history in the same dashboard.

Show sufficient data across relevant use cases to understand your contact center and team performance, operation, and efficiency.

Expand the real-time metric library.

Combine metrics from across channels within one view.

Add multiple filters to your dashboards to tailor your view to your unique business needs.

See results customized to the user's profile and permissions.

Drill-in to understand results in more granular detail.

We've invested heavily in real-time monitoring to address these requirements and will continue enhancing this feature.

What’s next?

This is only the start for real-time monitoring. We’ve an exciting Q4 and 2026 ahead with planned key milestones such as:

SLA reporting

Take an action

WFM reporting integration

Alerts and notifications

To name a few! Follow the announcements section of the help center for updates.

What do I need to do?

To get started with real-time monitoring, 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.