Announcing the agent adherence real-time monitoring dashboard









Announced on
Rollout starts
Rollout ends


May 13, 2026
May 13, 2026
May 13, 2026


We're excited to announce the latest addition to the Zendesk real-time monitoring dashboards. The agent adherence real-time dashboard helps workforce managers, supervisors, and admins track whether agents are working according to their planned schedules. This announcement answers the following questions:
What is changing?
Why is Zendesk making this change?
What do I need to do?
What is changing? The new agent adherence reports include:
A pie chart displaying the number of agents in and out of adherence.
The ten agents who have been out of adherence for the longest time in the last 60 minutes.
A detailed table of all agents and their adherence status, including:

Agent, Group, and Brand: The agent’s name and organizational attributes.

Activity: Current real-time status tracked in WFM, such as a general task or a ticket workstream.

Activity duration: The length of time spent in the current adherence status.

Current ticket: If an agent is working on a ticket, you’ll see the ticket ID and how long they’ve been on it.

Adherence status: Indicates whether the agent is in or out of adherence.


The new dashboard is included as a tab in the agent productivity real-time monitoring dashboard. Why is Zendesk making this change? 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. For more information, see Using the agent productivity real-time dashboard. What do I need to do? 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. 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.