Live data components for Explore dashboards


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.


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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 Adding live data and live filter components to
dashboards.


Tip: Zendesk now offers real-time monitoring, which enhances your reporting by
focusing on use cases, offering immediate decision-making insights, and tracking
trends for up to seven days.

This article lists live data components in the following sections:

Support
Chat
Voice
Messaging
Omnichannel
Unified agent statuses
Custom agent statuses
Live data filter components



Support

The following live data components are available for Zendesk Support:








Agents online
Agents with Online status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents offline
Agents with Offline status You can drill into this metric
to see which agents are in this status and what their workloads
are.



New tickets (60min)
Tickets that changed to New status in the last
60 minutes


Change in new tickets (60min)
Difference in tickets with New status compared
to the previous 60 minutes


New tickets (30min)

Tickets that changed to New status in the last
30
minutes



Change in new tickets (30min)
Difference in tickets with New status compared
to the previous 30 minutes


Open tickets (60min)
Tickets that changed to Open status in the last
60 minutes


Open tickets (30min)
Tickets that changed to Open status in the last
30 minutes


Change in open tickets (30min)
Difference in tickets with Open status compared
to the previous 30 minutes


Change in open tickets (60min)
Difference in tickets with Open status compared
to the previous 60 minutes


Pending tickets (30min)
Tickets that changed to Pending status in the
last 30 minutes


Pending tickets (60min)

Tickets that changed to Pending status in the
last 6
0 minutes



Change in pending tickets (30min)
Difference in tickets with Pending status
compared to the previous 30 minutes


Change in pending tickets (60min)
Difference in tickets with Pending status
compared to the previous 60 minutes


On-hold tickets (60min)
Tickets that changed to On-hold status in the
last 60 minutes


On-hold tickets (30min)
Tickets that changed to On-hold status in the
last 30 minutes


Change in on-hold tickets (30min)
Difference in tickets with On-hold status
compared to the previous 30 minutes


Change in on-hold tickets (60min)
Difference in tickets with On-hold status
compared to the previous 60 minutes


Solved tickets (60min)
Tickets that were changed to Solved status in
the last 60 minutes, but are not yet closed


Solved tickets (30min)
Tickets that were changed to Solved status in
the last 30 minutes, but are not yet closed


Change in solved tickets (30min)
Difference in tickets with Solved status
compared to the previous 30 minutes


Change in solved tickets (60min)
Difference in tickets with Solved status
compared to the previous 60 minutes







Chat

The following live data components are available for Zendesk Chat:








Chats in queue
New chats created during current business hours and
waiting for a response


Active chats
Chats that have at least 1 message sent by the agent or
the end user in the last 10 minutes


Agents online
Agents who are currently online You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents away
Agents with Away status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents invisible
Agents with Invisible status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Average wait time
Average wait time for new chats created during current
business hours


Longest wait time
The longests wait time for new chats created during
current business hours


Average reply time
Average time for an agent to reply to a new chat



Longest reply time
The longest time for an agent to reply to a new
chat


Average duration
Average time from chat creation to resolution


Longest duration
The longest time from chat creation to
resolution


Good satisfaction (30min)
Resolved chats rated as Good in the last 30
minutes


Bad satisfaction (30min)
Resolved chats rated as Bad in the last 30
minutes


Good satisfaction (60min)
Resolved chats rated as Good in the last 60
minutes


Bad satisfaction (60min)
Resolved chats rated as Bad in the last 60
minutes


Satisfaction (30min)
Percentage of chats rated as Good in the last 30
minutes


Satisfaction (60mins)
Percentage of chats rated as Good in the last 60
minutes


Missed chats (30min)
Chats that were not served by any agent before the
visitor left in the last 30 minutes


Missed chats (60min)
Chats that were not served by any agent before the
visitor left in the last 60 minutes







Voice

The following live data components are available for Zendesk Voice:








Calls in queue
All calls waiting for a response


Ongoing calls
All calls currently in progress


Agents online
Agents who are online and available to respond to calls
You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents offline
Agents with Offline status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents away
Agents with Away status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents transfer only
Agents with Transfer only status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Callbacks in queue
Callback requests waiting for a response


Average wait time
Average time a caller is waiting for a response


Longest wait time
Maximum time a caller is waiting for a response







Messaging

The following live data components are available for messaging:

Note: These metrics will not be computed for any ticket after the messaging session has
ended.








Active conversations in queue
New conversations waiting for an agent to
respond


Active assigned conversations
Ongoing conversations (related to tickets with Open status) that
have a new message from the end user or agent


Inactive conversations in the queue
Unassigned conversations without a reply from the end user for
more than 10 minutes.


Inactive assigned conversations
Assigned conversations without a reply from the end user for more
than 10 minutes.


Average concurrency
Average number of active conversations assigned to agents with

Online status.


Average requester wait time
The average time from the end user sending a message and the
agent’s response across active conversations only.


Longest requester wait time
The longest time from the end user sending a message and the
agent’s response across active conversations only.


Average handle time
Average time that an agent has spent interacting with an end user
on Messaging tickets. See How is the Handle time metric
calculated?



Longest handle time
The longest time that an agent has spent interacting with an end
user on Messaging tickets.


Agents online
Agents with Online status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents away
Agents with Away status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Agents invisible
Agents with Invisible status You can drill into this metric
to see which agents are in this status and what their workloads
are.



Average time in queue for active conversations
The average time spent for new conversations waiting for an agent
to respond


Longest time in queue for active conversations
The longest time spent for new conversations waiting for an agent
to respond





Conversations per hour: Conversations created in each hour for the last 8 hours.
See Explore recipe: Conversations created each
hour for the last eight hours.
Satisfaction today: Resolved conversations rated as Good today. For
instructions, see Explore recipe: Resolved conversations rated
as Good satisfaction today.




Omnichannel

The following live data components are available for omnichannel.


Unified agent statuses

If you’ve turned on omnichannel routing, you
have access to unified agent status live metrics that are not filtered by any
channels by default.









Agents online
Agents in the Online unified agent
status


Agents away
Agents in the Away unified agent
status


Agents transfer only
Agents in the Transfer only unified
agent status


Agents offline
Agents in the Offline unified agent
status








Custom agent statuses

If you’ve turned on omnichannel routing and
created custom agent statuses, Explore
includes live data components for each custom status you created. To access
them, expand the Other agent statuses folder when adding a live metric.

If you use omnichannel routing, hover your mouse over a custom status to see
which default statuses it corresponds to for each channel.

You can drill into a custom agent status
metric to see which agents are in that status and what their
workloads are.



Queues

If you’ve turned on omnichannel routing and
created custom queues, 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 Explore recipe: Reporting on custom
omnichannel queue performance.


Note: Customers who are using omnichannel routing for calls
cannot currently report about how call tickets are being routed through
their queues.









Order
The order of the queue. Queues are checked for matching
conditions from top to bottom on the Queues page in Admin
Center, and work flows into the first queue that
matches.


Name
The name of the queue.


Primary Groups
The primary groups associated with the queue.


Secondary Groups
The secondary groups associated with the queue.


Work in queue
The sum of all work items in the queue waiting to be routed
to an agent.


Work in queue per channel
All work items in the queue waiting to be routed to an agent,
separated by channels the queue serves.


Average time in queue
The average time a work item is waiting for an agent to
respond, separated by the channels the queue serves.


Longest time in queue
The longest time a work item is waiting for an agent to
respond, separated by the channels the queue serves.


Agents available
The number of Agents available to pick up tickets, separated
by the channels that agents can handle. This is calculated using
each agent’s selected
status and capacity rules
configured for agents.


Capacity in use

The number of work items taking up agent
capacity in Groups assigned to the Queue, separated by the
channels that agents can handle.
This is calculated
using each agent’s selected
status and capacity rules
configured for agents.








Live data filter components

The following live data filter components are currently available.


Channel filters

These following filters are channel-specific and don't apply to the live data
components for unified agent statuses.








Support - Ticket group
Filter live Support data by individual
groups


Chat - Department
Filter live chat data by individual
departments


Talk - Call group
Filter live call data by individual groups


Messaging - Group
Filter live messaging data by individual groups


Messaging - Channel
Filter live messaging data by individual channels


Support - Ticket brand
Filter live Support data by individual
brands







Omnichannel routing queue filters

The following live data filters apply only to the Queues - List live data
component. See Explore recipe: Reporting on custom
omnichannel queue performance.








Queues - Group
Filter live omnichannel routing custom queues data
by primary group


Queues - Queue name
Filter live omnichannel routing custom queues data
by queue name







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