Overview of the Explore live performance by channel dashboard





What's my plan?







All Suites

Professional, Enterprise, or Enterprise Plus










Support with

Explore Professional or Enterprise











Note: If you’re on a Professional plan, the prebuilt live
performance dashboard is read-only. You can’t share, clone, export, schedule, or drill into the prebuilt live performance dashboard, nor
can you build custom live dashboards. Customers on the Explore Legacy plan do not
have access to the live performance dashboard.
Explore features a prebuilt
Live performance by channel dashboard that displays important information
about your Zendesk products in real time, including agent status and other activity.
This dashboard is similar to the Explore live dashboard, except information is split out into
different tabs, allowing you to focus on each channel individually.


Important: 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 real-time monitoring, offering the same features as
legacy live reporting, improved reliability, and additional capabilities.


The live performance dashboard itself requires a Professional plan or higher, but the
data within the dashboard may require additional product plans. If you don't have a
particular product, it won't be displayed in the dashboard.
The dashboard displays data in near real time, but its update interval might be affected
by other factors like network speed and ticket volume. For information about how often
Explore refreshes data, see Data refresh intervals for Explore reporting.


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 contains the following topics:

Accessing the live performance dashboard
Understanding the live performance dashboard reports

Related articles:

Overview of the Explore live
dashboard
Overview of the omnichannel routing queues live
monitoring dashboard



Accessing the live performance dashboard

You can access the live performance dashboard in the Dashboards library.
To access the live performance dashboard

In Explore, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select Live performance by channel.




Understanding the live performance dashboard reports

The live performance dashboard includes the following tabs:

Support tab
Messaging tab
Voice tab
Chat tab



Support tab

The Support tab contains the reports below. You can filter the live data (but not
historical data) by Support - Ticket brand and Support - Tickets
group.


Agent status (Live data)

If you're on an Enterprise plan, click these metrics to drill into specific information about
agent status and current tickets.


Support - Agents online: The number of agents in the Online
status.

Support - Agents offline: The number of agents in the Offline
status. If you're on an Enterprise plan, click this metric to drill into
specific information about agent status.




Ticket activity (Live data)



Support - New tickets (30min): The number of tickets that changed
to the New status in the last 30 minutes. The red or green triangle
indicates the change in the number of tickets from the 30 minutes before
the last 30 minutes.

Support - Open tickets (30min): The number of tickets that
changed to the Open status in the last 30 minutes. The red or green
triangle indicates the change in the number of tickets from the 30
minutes before the last 30 minutes.

Support - Solved tickets (30min): The number of tickets that
changed to the Solved status in the last 30 minutes. The red or green
triangle indicates the change in the number of tickets from the 30
minutes before the last 30 minutes.

Support - Pending tickets (30min): The number of tickets that
changed to the Pending status in the last 30 minutes. The red or green
triangle indicates the change in the number of tickets from the 30
minutes before the last 30 minutes.




Ticket volume, efficiency, and satisfaction (Historical data)

These reports are based on historical data that syncs once per hour, not live
data. Depending on when you load the dashboard and when the sync occurs, you
might not see data for the past hour.


Tickets: Tickets created and solved per hour (8 hrs): A chart
showing the number of tickets created (column) and solved (line) each
hour for the last 8 hours.

Efficiency: First reply time (8 hrs): A KPI showing the median
first reply time for tickets over the last 8 hours.

Satisfaction: Satisfaction score and rated tickets by month (12
months): A column chart showing the percentage of rated
satisfaction tickets over the last 12 months, with an overlaid line
graph showing the percentage satisfaction score.





Messaging tab

The Messaging tab contains the reports below. You can filter the live data (but
not historical data) by Messaging - Channel and Messaging - Group.



Agent status (Live data)

If you're on an Enterprise plan, click these metrics to drill into specific information about
agent status and current conversations.


Messaging - Agents online: The number of agents in the Online
status.

Messaging - Agents away: The number of agents in the Away
status.




Conversation activity (Live data)



Messaging - Active assigned conversations: The number of ongoing
conversations (related to tickets with Open status) that have a new
message from the end user or agent. This metric displays data for both
online and offline agents.

Messaging - Inactive assigned conversations: The number of
assigned conversations without a reply from the end user for more than
10 minutes.

Messaging - Active conversations in queue: The number of new
conversations waiting for an agent to respond.

Messaging - Inactive conversations in the queue: The number of
unassigned conversations without a reply from the end user for more than
10 minutes.




Ticket volume (Historical data)

This report is based on historical data that syncs once per hour, not live
data. Depending on when you load the dashboard and when the sync occurs, you
might not see data for the past hour.


Tickets created and solved per hour (8 hrs): A column chart
showing the number of tickets created over the last 8 hours, with an
overlaid line graph showing the number of tickets solved.




Queue times (Live data)



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

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





Voice tab

The Voice tab contains the reports below. You can filter the live data (but not
historical data) by Voice - Call group.


Agent status (Live data)

If you're on an Enterprise plan, you can click any of these metrics to drill into specific information about
agent status and current calls.


Voice - Agents online: The number of agents in the Online status.

Voice - Agents offline: The number of agents in the Offline
status.

Voice - Agents away: The number of agents in the Away status.

Voice - Agents transfer only: The number of agents in the
Transfer only status.




Wait times (Live data)



Voice - Longest wait time: The maximum time a caller is waiting
for a response.

Voice - Average wait time: The average time a caller is waiting
for a response.




Call activity (Live data)



Voice - Ongoing calls: The number of calls currently in progress.

Voice - Calls in queue: The number of calls waiting for a
response.

Voice - Callbacks in queue: The number of callback requests
waiting for a response.




Call activity (Historical data)

These reports are based on historical data that syncs once per hour, not live
data. Depending on when you load the dashboard and when the sync occurs, you
might not see data for the past hour.


Calls by date: An area chart showing the number of inbound calls,
voicemail calls, forwarded calls, overflow calls, callback calls, text
back calls, and outbound calls for the last 30 days.

Calls started and completed per hour (8 hrs): A column graph
showing the number of calls started over the last 8 hours, with an
overlaid line graph showing the number of completed calls.

Calls - Completion rate: A KPI showing the percentage of calls
completed out of all calls for the last 30 days.

Calls - Inbound calls: A KPI showing the number of inbound calls
for the last 30 days.

Calls - Outbound calls: A KPI showing the number of outbound
calls for the last 30 days.





Chat tab

The Chat tab contains the reports below. You can filter the live data (but not
historical data) by Chat - Department.


Agent status (Live data)

If you're on an Enterprise plan, you can click any of these metrics to drill into specific information about
agent status and current chats.


Chat - Agents online: The number of agents in the Online status.

Chat - Agents away: The number of agents in the Away status.

Chat - Agents invisible: The number of agents in the Invisible
status.




Chat activity (Historical data)

This report is based on historical data that syncs once per hour, not live
data. Depending on when you load the dashboard and when the sync occurs, you
might not see data for the past hour.


Chats: Chats started and completed per hour (8 hrs): A column
chart showing the number of chats started over the last 8 hours, with an
overlaid line graph showing the number of completed chats.




Chat workflow (Live data)



Chat - Chats in queue: The number of new chats created during
current business hours and waiting for a response.

Chat - Active chats: The number of chats that have at least one
message sent by the agent or the end user in the last 10 minutes.




Chat satisfaction (Live data)



Chat - Satisfaction score (30min): The percentage of chats rated
as Good in the last 30 minutes.

Chat - Good satisfaction (30min): The number of resolved chats
rated as Good in the last 30 minutes.

Chat - Bad satisfaction (30min): The number of resolved chats
rated as Bad in the last 30 minutes.




Wait times, reply times, and duration (Live data)



Chat - Longest wait time: The longest wait time for new chats
created during current business hours.

Chat - Average wait time: The average wait time for new chats
created during current business hours.

Chat - Longest reply time: The longest time for an agent to reply
to a new chat during current business hours.

Chat - Average reply time: The average time for an agent to reply
to a new chat during current business hours.

Chat - Longest duration: The longest duration from the first to
the last chat message.

Chat - Average duration: The average duration from the first to
the last chat message.





{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7431948845082",
"url": "https://support.zendesk.com/hc/en-us/articles/7431948845082",
"headline": "Overview of the Explore live performance by channel dashboard",
"description": "You use the Live performance by channel dashboard to view near real-time agent status, activity, and queue metrics across Support, Messaging, Voice, and Chat tabs.",
"articleSection": "Viewing and using dashboards",
"datePublished": "2024-06-14T17:46:22+00:00",
"dateModified": "2026-07-06T21:07:07.872723+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7431948845082"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Reporting and analytics",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}
