Overview of the Explore live dashboard


Explore features a prebuilt live dashboard that displays important information about your Zendesk products in real time, in one place. If you're on an Enterprise plan, this dashboard behaves like any other Explore dashboard in that you canshare it,schedule it, orclone ittomake your own customized version. If you're on a Professional plan, the dashboard is read-only, but you can share it.


What's my plan?







All Suites

Professional, Enterprise, or Enterprise Plus










Support with

Explore Professional or Enterprise











Important: The Explore live dashboard is available to users who accessed Explore before
May 5, 2026. If you did not access Explore before this date, use the real-time monitoring dashboards for live reports.

Explore features a prebuilt live dashboard that displays important information about your
Zendesk products in real time, in one place. If you're on an Enterprise plan, this
dashboard behaves like any other Explore dashboard in that you can share it, schedule it, or clone it to make your own customized version. If you're on a
Professional plan, the dashboard is read-only, but you can share it.


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.

If you’re on a Professional plan, the prebuilt live dashboard is read-only. You can’t
clone, export, schedule, or drill into the prebuilt live dashboard, nor can you build custom live dashboards. However, on Professional
plans, you can share the live dashboard. Customers on the
Explore Legacy plan do not have access to the
live dashboard.



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.

The live dashboard itself requires at least Suite Professional. If you don't have Suite
Professional, but are a Support Professional customer with Explore Professional, the
data within the dashboard requires additional product versions. If you don't have a
Professional plan for a particular product, it won't be displayed in the dashboard.
Additionally, the name of the live dashboard in the Dashboard library depends on whether
you use live chat or messaging:


Live data: Name of the live dashboard if you use neither live chat nor
messaging. Includes the Support and Talk sections.

Live data (including Chat): Name of the dashboard if you use live chat.
Includes the Support, Talk, and Chat sections, but not the Messaging section.

Live data (including Messaging): Name of the dashboard if you use messaging.
Includes the Support, Talk, and Messaging sections, but not the Chat section.
Note: If you recently turned on messaging, it can take up to 24
hours for this dashboard to appear in the dashboard library.


If your account was created before November 3, 2021 and you migrated from chat to
messaging, you’ll see both dashboards in the Dashboard library.


Tip: 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.

This article contains the following topics:

Accessing the live dashboard
Messaging reports
Chat reports
Voice reports
Support reports

Related articles:

Overview of the Explore live performance data by
channel dashboard
Overview of the omnichannel routing queues live
monitoring dashboard



Accessing the live dashboard

To access the live dashboard

In Explore, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select the Live data dashboard. If you use
live chat, select Live data (including Chat). If you use messaging,
select Live data (including Messaging). If you use both, select
whichever option you want to view metrics for.





Support reports


The Support section of the real-time dashboard displays the following
information:


New tickets (30 min): The number of tickets that changed to New
status in the last 30 minutes.

Open tickets (30 min): The number of tickets that changed to an
Open status in the last 30 minutes.

Tickets created and solved per hour: (Non-live data) A chart showing the
number of tickets created (column) and solved (line) each hour for the last 8
hours. This report is based on historical data that syncs once per hour.
Depending on when you load the dashboard and when the sync occurs, you might not
see data for the past hour. For details, see Data refresh intervals for Explore
reporting.

Agents online: The number of agents who are online and available to work
tickets. If you're on an Enterprise plan, click this metric to drill into
specific information about agent status and current tickets. For more
information, see Seeing live agent status and
activities.

Agents offline: The number of agents who are offline and unavailable to
work tickets. If you're on an Enterprise plan, click this metric to drill into
specific information about agent status. For more information, see Seeing live agent status and
activities.

Solved tickets (30 min): The number of tickets that changed to a
Solved status in the last 30 minutes.

Satisfaction (today): The percentage of customers who rated a ticket as
"Good" today. The number below the satisfaction percentage indicates the change
in satisfaction since yesterday. A negative result indicates a drop in customer
satisfaction which you might need to investigate.

You can filter the reports in the Support section by Ticket group or
Ticket brand. You can select up to five attribute values for each
filter.



Important: To get the most value out of this
dashboard, remind your agents to sign in and out of Zendesk to accurately
represent their shifts. This is particularly important for the Support channel,
where only two agent states are reported (Online and Offline). If agents don’t
sign out, Explore will show them as always online.




Voice reports


The Voice section of the real-time dashboard displays the following
information:


Calls in queue: The number of calls in the queue.

Ongoing calls: The number of currently connected calls.

Calls started and completed per hour: (Non-live data) A chart showing the
number of calls started (column) and completed (line) each hour for the last 8
hours. This report is based on historical data that syncs once per hour.
Depending on when you load the dashboard and when the sync occurs, you might not
see data for the past hour. For details, see Data refresh intervals for Explore
reporting.

Agents online: The number of agents who are online and available to take
calls. This includes agents who are in a wrap-up state from a previous call. If
you're on an Enterprise plan, click this metric to drill into specific
information about agent status. For more information, see Seeing live agent status and
activities.

Agents offline: The number of agents who are offline and unavailable to
take calls. If you're on an Enterprise plan, click this metric to drill into
specific information about agent status. For more information, see Seeing live agent status and
activities.

Average wait time: The average time customers wait for their call to be
answered.

Longest wait time: The maximum time a customer waited for their call to
be answered.

The wait time metrics are refreshed each time a new call is answered.
You can filter the reports in the Voice section by Call group. You can
select up to five attribute values for each filter.


Note: You might sometimes see differences in results between
the Explore live dashboard and the live calls dashboard. To learn why these can
occur, see Discrepancies between the live calls
dashboard and the Explore Enterprise live dashboard.




Messaging reports


The Messaging section of the real-time dashboard displays the following
information:


Active conversations in queue: The number of active conversations that
have not yet been answered by an agent.

Active assigned conversations: The number of conversations being
addressed by an agent.

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

Inactive assigned conversations: Assigned conversations without a reply
from the end user for 10 minutes.
Note: There are differences in how we count
towards inactive conversations for customers using the conversation inactivity timer.
Learn more in Live data widgets for Explore
dashboards.


Average concurrency: The average number of conversations assigned to
agents whose status is Online.

Average and longest requester wait time: The average and longest time end
users are waiting for an agent’s response across all active conversations
only.

Average and longest handle time: The average and longest time that an
agent has spent interacting with an end user across all active conversations
only. Learn more about when the counter resets for live reporting in How is the Handle time metric
calculated?


Agents online: The number of agents who are online and available to work
on conversations. If you're on an Enterprise plan, click this metric to drill
into specific information about agent status and current chats. For more
information, see Seeing live agent status and
activities.

Agents away: The number of agents who are away and not available to work
on conversations. If you're on an Enterprise plan, click this metric to drill
into specific information about agent status. For more information, see Seeing live agent status and
activities.

Satisfaction (today): The percentage of customers who rated a
conversation as "Good" in the last 30 minutes. The number below the satisfaction
percentage indicates the change in satisfaction since the previous 30 minutes. A
negative result indicates a drop in customer satisfaction which you might need
to investigate.

Average time in queue for active conversations:
The average time customers wait for their conversation request to be answered by
an agent.

Longest time in queue: The maximum time a customer waited for their chat
request to be answered by an agent.

Tickets created and solved per hour: (Non-live data) A chart showing the
number of conversations started (column) and completed (line) each hour for the
last 8 hours. This report is based on historical data that syncs once per hour.
Depending on when you load the dashboard and when the sync occurs, you might not
see data for the past hour. For details, see Data refresh intervals for Explore
reporting.

The wait time metrics are refreshed each time a new conversation request is
answered.
You can filter the reports in the Messaging section by Group or
Channel. You can select up to five attribute values for each filter.
When you activate a new social channel, refresh your browser to ensure that new
tickets created from that channel are reflected on the dashboard.
If there has been no activity in any channel for seven days, channel values no longer
appear in the filter drop-down. When tickets are created from any channel again,
refresh your browser to see the channel values in the filter drop-down.


Note: The messaging metrics in this section calculate values
using only the 1000 most recently updated New or Open tickets. To get the most
value out of this dashboard, move messaging tickets into On-Hold, Pending, or
Solved as needed to best reflect their status and more accurately evaluate your
agents’ incoming and currently assigned workloads.




Chat reports


The Chat section of the real-time dashboard displays the following
information:


Active chats: The number of currently connected chats.

Chats in queue: The number of chats in the queue.

Chats started and completed per hour: (Non-live data) A chart showing the
number of chats started (column) and completed (line) each hour for the last 8
hours. This report is based on historical data that syncs once per hour.
Depending on when you load the dashboard and when the sync occurs, you might not
see data for the past hour. For details, see Data refresh intervals for Explore
reporting.

Agents online: The number of agents who are online and available to chat.
If you're on an Enterprise plan, click this metric to drill into specific
information about agent status and current chats. For more information, see
Seeing live agent status and
activities.

Agents away: The number of agents who are away and not available to chat.
If you're on an Enterprise plan, click this metric to drill into specific
information about agent status. For more information, see Seeing live agent status and
activities.

Satisfaction (30 min): The percentage of customers who rated a chat as
"Good" in the last 30 minutes. The number below the satisfaction percentage
indicates the change in satisfaction since the previous 30 minutes. A negative
result indicates a drop in customer satisfaction which you might need to
investigate.

Average wait time: The average time customers wait for their chat request
to be answered.

Longest reply time: The maximum time a customer waited for their chat
request to be answered.

The wait time metrics are refreshed each time a new chat request is answered.
You can filter the reports in the Chat section by Department. You can
select up to five attribute values for each filter.


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