Live data components for Explore dashboards

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<p id="docs-hc-snippet" style="display: none;">With Explore, you can add live data components to your dashboards. The data in these components updates in near-real time. Use this article to learn about the available components. For more information about how to use these components, seeAdding live data and live filter components to dashboards.</p>
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<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> On January 25, 2027, prebuilt live dashboards, live data
components, and the ability to create live dashboards will be removed from Explore.
All live monitoring use cases will be available in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real-time monitoring</a>, offering the same features as
legacy live reporting, improved reliability, and additional capabilities.</div>
</div>
<p class="p">With Explore, you can add live data components to your dashboards. The data in these
components updates in near-real time. Use this article to learn about the available
components. For more information about how to use these components, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846742042" target="_blank">Adding live data and live filter components to
dashboards</a>.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Zendesk now offers <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real-time monitoring</a>, which enhances your reporting by
focusing on use cases, offering immediate decision-making insights, and tracking
trends for up to seven days.</div>
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<p class="p">This article lists live data components in the following sections:</p>
<ul class="ul" id="Explore_list_of_live_data_widgets__ul_y1c_mtb_5mb">
<li class="li"><a class="xref" href="#topic_uzy_t32_4mb">Support</a></li>
<li class="li"><a class="xref" href="#topic_ewj_532_4mb">Chat</a></li>
<li class="li"><a class="xref" href="#topic_rjk_532_4mb">Voice</a></li>
<li class="li"><a class="xref" href="#topic_mq4_yxb_n4b">Messaging</a></li>
<li class="li"><a class="xref" href="#topic_akl_dhx_hbc">Omnichannel</a></li>
<li class="li"><a class="xref" href="#topic_cg5_4x5_zyb">Unified agent statuses</a></li>
<li class="li"><a class="xref" href="#topic_kxg_qg5_zyb">Custom agent statuses</a></li>
<li class="li"><a class="xref" href="#topic_qjz_sl2_4mb">Live data filter components</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_uzy_t32_4mb">
<h2 class="title topictitle2" id="ariaid-title2">Support</h2>
<div class="body">
<p class="p">The following live data components are available for Zendesk Support:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_uzy_t32_4mb__table_odh_y32_4mb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents online</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Online</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents offline</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Offline</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">New tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that changed to <strong class="ph b">New</strong> status in the last
60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in new tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with <strong class="ph b">New</strong> status compared
to the previous 60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">New tickets (30min)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Tickets that changed to <strong class="ph b">New</strong> status in the last
30</p>
<p class="p" dir="ltr"> minutes</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in new tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> New</strong> status compared
to the previous 30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Open tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that changed to <strong class="ph b">Open</strong> status in the last
60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Open tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that changed to <strong class="ph b">Open</strong> status in the last
30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in open tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> Open</strong> status compared
to the previous 30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in open tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> Open</strong> status compared
to the previous 60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Pending tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that changed to <strong class="ph b">Pending</strong> status in the
last 30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Pending tickets (60min)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Tickets that changed to <strong class="ph b">Pending</strong> status in the
last 6</p>
<p class="p" dir="ltr">0 minutes</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in pending tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> Pending</strong> status
compared to the previous 30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in pending tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> Pending</strong> status
compared to the previous 60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">On-hold tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that changed to <strong class="ph b">On-hold</strong> status in the
last 60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">On-hold tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that changed to <strong class="ph b">On-hold</strong> status in the
last 30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in on-hold tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> On-hold</strong> status
compared to the previous 30 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in on-hold tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> On-hold</strong> status
compared to the previous 60 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solved tickets (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that were changed to <strong class="ph b">Solved</strong> status in
the last 60 minutes, but are not yet closed</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solved tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tickets that were changed to <strong class="ph b">Solved</strong> status in
the last 30 minutes, but are not yet closed</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Change in solved tickets (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> Solved</strong> status
compared to the previous 30 minutes</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Change in solved tickets (60min)</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Difference in tickets with<strong class="ph b"> Solved</strong> status
compared to the previous 60 minutes</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ewj_532_4mb">
<h2 class="title topictitle2" id="ariaid-title3">Chat</h2>
<div class="body">
<p class="p">The following live data components are available for Zendesk Chat:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ewj_532_4mb__table_qbm_dj2_4mb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Chats in queue</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">New chats created during current business hours and
waiting for a response</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Active chats</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Chats that have at least 1 message sent by the agent or
the end user in the last 10 minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents online</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents who are currently online <p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents away</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents with <strong class="ph b">Away</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents invisible</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents with <strong class="ph b">Invisible</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Average wait time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Average wait time for new chats created during current
business hours</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Longest wait time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The longests wait time for new chats created during
current business hours</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Average reply time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Average time for an agent to reply to a new chat
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Longest reply time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The longest time for an agent to reply to a new
chat</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Average duration</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Average time from chat creation to resolution</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Longest duration</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The longest time from chat creation to
resolution</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Good satisfaction (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Resolved chats rated as <strong class="ph b">Good</strong> in the last 30
minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Bad satisfaction (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Resolved chats rated as <strong class="ph b">Bad</strong> in the last 30
minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Good satisfaction (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Resolved chats rated as <strong class="ph b">Good</strong> in the last 60
minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Bad satisfaction (60min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Resolved chats rated as <strong class="ph b">Bad</strong> in the last 60
minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Satisfaction (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Percentage of chats rated as Good in the last 30
minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Satisfaction (60mins)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Percentage of chats rated as Good in the last 60
minutes</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Missed chats (30min)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Chats that were not served by any agent before the
visitor left in the last 30 minutes</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Missed chats (60min)</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Chats that were not served by any agent before the
visitor left in the last 60 minutes</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rjk_532_4mb">
<h2 class="title topictitle2" id="ariaid-title4">Voice</h2>
<div class="body">
<p class="p">The following live data components are available for Zendesk Voice:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rjk_532_4mb__table_xkt_bj2_4mb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Calls in queue</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">All calls waiting for a response</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ongoing calls</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">All calls currently in progress</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents online</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents who are online and available to respond to calls
<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents offline</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Offline</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents away</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Away</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents transfer only</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Transfer only</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Callbacks in queue</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Callback requests waiting for a response</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Average wait time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Average time a caller is waiting for a response</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Longest wait time</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Maximum time a caller is waiting for a response</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mq4_yxb_n4b">
<h2 class="title topictitle2" id="ariaid-title5">Messaging</h2>
<div class="body">
<p class="p">The following live data components are available for messaging:</p>
<div class="note note">
<span class="notetitle">Note:</span> These metrics will not be computed for any ticket after the messaging session has
ended.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mq4_yxb_n4b__topic_wsf_vyf_m4b__table_hhz_zyf_m4b" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Active conversations in queue</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">New conversations waiting for an agent to
respond</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Active assigned conversations</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Ongoing conversations (related to tickets with Open status) that
have a new message from the end user or agent</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Inactive conversations in the queue</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Unassigned conversations without a reply from the end user for
more than 10 minutes.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Inactive assigned conversations</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Assigned conversations without a reply from the end user for more
than 10 minutes.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Average concurrency</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Average number of active conversations assigned to agents with

<strong class="ph b">Online </strong>status.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Average requester wait time</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The average time from the end user sending a message and the
agent’s response across active conversations only. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Longest requester wait time</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The longest time from the end user sending a message and the
agent’s response across active conversations only.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Average handle time</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Average time that an agent has spent interacting with an end user
on Messaging tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle time metric
calculated?</a>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Longest handle time</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The longest time that an agent has spent interacting with an end
user on Messaging tickets.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents online</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Online</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents away</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Away</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents invisible</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Agents with <strong class="ph b">Invisible</strong> status<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into this metric</a>
to see which agents are in this status and what their workloads
are.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Average time in queue for active conversations</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The average time spent for new conversations waiting for an agent
to respond</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Longest time in queue for active conversations</td>
<td class="entry cellrowborder" style="vertical-align:top;">The longest time spent for new conversations waiting for an agent
to respond</td>
</tr>
</tbody>
</table>
</div>
<ul class="ul" id="topic_mq4_yxb_n4b__ul_i4d_byb_n4b">
<li class="li">Conversations per hour: Conversations created in each hour for the last 8 hours.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839132954" target="_blank">Explore recipe: Conversations created each
hour for the last eight hours</a>.</li>
<li class="li">Satisfaction today: Resolved conversations rated as Good today. For
instructions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835506074" target="_blank">Explore recipe: Resolved conversations rated
as Good satisfaction today</a>.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_akl_dhx_hbc">
<h2 class="title topictitle2" id="ariaid-title6">Omnichannel</h2>
<div class="body">
<p class="p">The following live data components are available for omnichannel.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_cg5_4x5_zyb">
<h3 class="title topictitle3" id="ariaid-title7">Unified agent statuses</h3>
<div class="body">
<p class="p">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">turned on omnichannel routing</a>, you
have access to unified agent status live metrics that are not filtered by any
channels by default. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_cg5_4x5_zyb__table_emt_qx5_zyb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents online</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents in the <strong class="ph b">Online</strong> unified agent
status</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents away</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents in the <strong class="ph b">Away</strong> unified agent
status</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agents transfer only</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Agents in the <strong class="ph b">Transfer only</strong> unified
agent status</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Agents offline</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Agents in the <strong class="ph b">Offline</strong> unified agent
status</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_kxg_qg5_zyb">
<h3 class="title topictitle3" id="ariaid-title8">Custom agent statuses</h3>
<div class="body">
<p class="p">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">turned on omnichannel routing</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">created custom agent statuses</a>, Explore
includes live data components for each custom status you created. To access
them, expand the <strong class="ph b">Other agent statuses</strong> folder when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846742042" target="_blank">adding a live metric</a>.</p>
<p class="p"><img class="image" id="topic_kxg_qg5_zyb__image_ujy_cgz_dzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_metrics_custom_statuses_folder.png" width="300"></p>
<p class="p">If you use omnichannel routing, hover your mouse over a custom status to see
which default statuses it corresponds to for each channel.</p>
<p class="p"><img class="image" id="topic_kxg_qg5_zyb__image_n1l_gby_fzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_metric_hover_custom_status.png"></p>
<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_rsp_zhc_psb" target="_blank">drill into a custom agent status
metric</a> to see which agents are in that status and what their
workloads are.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_h2z_nmx_hbc">
<h3 class="title topictitle3" id="ariaid-title9">Queues</h3>
<div class="body">
<p class="p">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">turned on omnichannel routing</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">created custom queues</a>, you have access
to a component that shows you the live performance of your custom queues. Learn
more about how to access and customize this component at <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7217081202714" target="_blank">Explore recipe: Reporting on custom
omnichannel queue performance</a>.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Customers who are using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4954060248858" target="_blank">omnichannel routing for calls</a>
cannot currently report about how call tickets are being routed through
their queues.</div>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Order</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The order of the queue. Queues are checked for matching
conditions from top to bottom on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716541571994#topic_kkb_g43_j1c" target="_blank">Queues page in Admin
Center</a>, and work flows into the first queue that
matches.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Primary Groups</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The primary groups associated with the queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Secondary Groups</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The secondary groups associated with the queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Work in queue</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The sum of all work items in the queue waiting to be routed
to an agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Work in queue per channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">All work items in the queue waiting to be routed to an agent,
separated by channels the queue serves.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Average time in queue</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The average time a work item is waiting for an agent to
respond, separated by the channels the queue serves.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Longest time in queue</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The longest time a work item is waiting for an agent to
respond, separated by the channels the queue serves.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agents available</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The number of Agents available to pick up tickets, separated
by the channels that agents can handle. This is calculated using
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">each agent’s selected
status</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770" target="_blank">capacity rules
configured</a> for agents.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Capacity in use</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of work items taking up agent
capacity in Groups assigned to the Queue, separated by the
channels that agents can handle. </p>
This is calculated
using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">each agent’s selected
status</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4776409839770" target="_blank">capacity rules
configured</a> for agents.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_qjz_sl2_4mb">
<h2 class="title topictitle2" id="ariaid-title10">Live data filter components</h2>
<div class="body">
<p class="p">The following live data filter components are currently available.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_inb_xmx_hbc">
<h3 class="title topictitle3" id="ariaid-title11">Channel filters</h3>
<div class="body">
<p class="p">These following filters are channel-specific and don't apply to the live data
components for unified agent statuses.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_inb_xmx_hbc__table_lbv_tl2_4mb" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Support - Ticket group </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Filter live Support data by individual
groups</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Chat - Department </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Filter live chat data by individual
departments</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Talk - Call group</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Filter live call data by individual groups</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Messaging - Group</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Filter live messaging data by individual groups</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Messaging - Channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Filter live messaging data by individual channels</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Support - Ticket brand </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Filter live Support data by individual
brands</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_t4b_ymx_hbc">
<h3 class="title topictitle3" id="ariaid-title12">Omnichannel routing queue filters</h3>
<div class="body">
<p class="p">The following live data filters apply only to the Queues - List live data
component. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7217081202714" target="_blank">Explore recipe: Reporting on custom
omnichannel queue performance</a>.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Queues - Group</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Filter live omnichannel routing custom queues data
by primary group</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Queues - Queue name</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Filter live omnichannel routing custom queues data
by queue name</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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