Announcing reporting for omnichannel routing queues





Announced on
Rollout starts
Rollout ends



April 28, 2025


April 28. 2025


April 28, 2025




We're excited to announce new reports for omnichannel routing queues.
With omnichannel routing queues, you have more flexibility to route and prioritize work for agents to reach their required service levels.
This announcement includes the following topics:

What is changing?
Why is Zendesk making this change?
What do I need to do?

What is changing?
In this release, we've added a prebuilt reporting dashboard to help you monitor how well omnichannel routing queues distribute work to agents. Supervisors can use this dashboard to understand the inbound and outbound volume of queues, average and longest wait times for any given queue, and drill down to tickets within the queue to understand why the ticket entered or exited the queue.

Additionally, you can access metrics and attributes that enable you to create your own reports.
Talk tickets are not captured by the omnichannel routing queues dataset. This is planned for a future release.
Why is Zendesk making this change?
Managers need historical reports to evaluate queue performance and improve future queue configurations. With a growing number of customers enabling omnichannel queues, visibility into how this configuration improves routing efficiency is essential.
What do I need to do?
After this release, you'll find the omnichannel routing queues dashboard in your dashboard library.
See the following articles for details about the new reports and the metrics and attributes you can use to build your own reports:

Analyzing omnichannel routing queues
Metrics and attributes for omnichannel routing queues

If you have feedback or questions about 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.