Announcing the real time monitoring assistant EAP

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<td><strong>Announced on</strong></td>
<td><strong>Rollout on</strong></td>
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<td>February 25, 2026</td>
<td>February 25, 2026</td>
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</table></figure></div><p>We're excited to announce that supervisors can now update an agent's status in the <a href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank" rel="noopener noreferrer">real time monitoring dashboards</a> using a conversational assistant. This can be used to indicate that the agent is no longer available, preventing tickets from being routed to them.</p><p>This announcement answers the following questions:</p><ul>
<li data-list-item-id="eb4d219a810843b05d34dd3d14415fe75"><a href="#h_01KJ8RMGNN5T88N7J81NTX0G6R">What is changing?</a></li>
<li data-list-item-id="e9cb5b7ee434f285a8d28984a118d3965"><a href="#h_01KJ8RQMHMAFEZ7XFWYXDTHX3C">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e1ea10e12f3bc0c34f5c453b8e87e6667"><a href="#h_01KJ8RQW2G07ARKHXVK8PD9ATH">What do I need to do?</a></li>
</ul><h2 id="h_01KJ8RMGNN5T88N7J81NTX0G6R">What is changing?</h2><p>After you sign up for the EAP, you'll see a new monitoring assistant icon (<img class="wysiwyg-image-resized" style="aspect-ratio: 33/40; width: 3.76%;" src="https://support.zendesk.com/hc/article_attachments/10351999925786" width="33" height="40">) above your real time monitoring dashboards. Click the icon to open the monitoring assistant. See <a href="https://support.zendesk.com/hc/en-us/articles/10143536620570"><span class="wysiwyg-underline">Using the real time monitoring assistant EAP</span></a>.</p><h2 id="h_01KJ8RQMHMAFEZ7XFWYXDTHX3C">Why is Zendesk making this change?</h2><p>Agent status plays a critical role in ensuring smooth and efficient contact center operations. Sometimes, admins need to update an agent’s status manually. For example, an agent finishes their shift but forgets to sign out or sets their status to offline. </p><p>The real time monitoring assistant helps admins to update the agent's status from the incoming tickets or agent productivity real time monitoring dashboards using a conversational assistant to reflect that the agent is no longer available, preventing calls from being routed to them.</p><p>This helps ensure accurate reporting, maintain service levels, and support both agents and customers.</p><h2 id="h_01KJ8RQW2G07ARKHXVK8PD9ATH">What do I need to do?</h2><p>If you're interested in trying out this EAP, see <a href="https://support.zendesk.com/hc/en-us/articles/10143536620570"><span class="wysiwyg-underline">Using the real time monitoring assistant EAP</span></a> for information about how to sign up.</p><p>If you have feedback or questions about this announcement, visit our <a href="https://support.zendesk.com/hc/en-us/community/topics/9474709905050"><span class="wysiwyg-underline">community forum,</span></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"><span class="wysiwyg-underline">Zendesk Customer Support</span></a></p>