Overview of the Explore live performance by channel dashboard

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<div class="p">
<div class="note note" id="Explore_live_dashboard_channels__note_xjw_xdn_zbc">
<span class="notetitle">Note:</span> If you’re on a Professional plan, the prebuilt live
performance dashboard is read-only. You can’t <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827282714" target="_blank">share</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">clone</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4483481898266" target="_blank">export</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843602714" target="_blank">schedule</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">drill into</a> 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.</div>
Explore features a prebuilt
<strong class="ph b">Live performance by channel</strong> dashboard that displays important information
about your Zendesk products in real time, including agent status and other activity.
This dashboard is similar to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">Explore live dashboard</a>, except information is split out into
different tabs, allowing you to focus on each channel individually.</div>
<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"><img class="image" id="Explore_live_dashboard_channels__image_sss_g2n_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_performance_by_channel_dashboard.png" width="600"></p>
<p class="p">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. </p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore reporting</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>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_live_dashboard_channels__ul_qth_32n_zbc">
<li class="li"><a class="xref" href="#topic_pzs_4cn_zbc">Accessing the live performance dashboard</a></li>
<li class="li"><a class="xref" href="#topic_qjs_pcn_zbc">Understanding the live performance dashboard reports</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="Explore_live_dashboard_channels__ul_pnb_j2n_zbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">Overview of the Explore live
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7568858834202" target="_blank">Overview of the omnichannel routing queues live
monitoring dashboard</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pzs_4cn_zbc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the live performance dashboard</h2>
<div class="body">
<p class="p">You can access the live performance dashboard in the Dashboards library. </p>
<p class="p"><strong class="ph b">To access the live performance dashboard</strong></p>
<ol class="ol" id="topic_pzs_4cn_zbc__ol_yzw_42n_zbc">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_pzs_4cn_zbc__image_gfd_q2n_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">From the list of dashboards, select <strong class="ph b">Live performance by channel</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qjs_pcn_zbc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the live performance dashboard reports</h2>
<div class="body">
<p class="p">The live performance dashboard includes the following tabs:</p>
<ul class="ul" id="topic_qjs_pcn_zbc__ul_qrw_q2n_zbc">
<li class="li"><a class="xref" href="#topic_drz_qcn_zbc">Support tab</a></li>
<li class="li"><a class="xref" href="#topic_uxk_rcn_zbc">Messaging tab</a></li>
<li class="li"><a class="xref" href="#topic_nfd_scn_zbc">Voice tab</a></li>
<li class="li"><a class="xref" href="#topic_uzp_scn_zbc">Chat tab</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_drz_qcn_zbc">
<h3 class="title topictitle3" id="ariaid-title4">Support tab</h3>
<div class="body">
<p class="p">The Support tab contains the reports below. You can filter the live data (but not
historical data) by <strong class="ph b">Support - Ticket brand</strong> and <strong class="ph b">Support - Tickets
group</strong>.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_knm_tcn_zbc">
<h4 class="title topictitle4" id="ariaid-title5">Agent status (Live data)</h4>
<div class="body">
<p class="p">If you're on an Enterprise plan, click these metrics to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">drill into specific information about
agent status and current tickets</a>. </p>
<ul class="ul" id="topic_knm_tcn_zbc__ul_xbg_v2n_zbc">
<li class="li">
<strong class="ph b">Support - Agents online</strong>: The number of agents in the Online
status. </li>
<li class="li">
<strong class="ph b">Support - Agents offline</strong>: 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.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_gmh_5cn_zbc">
<h4 class="title topictitle4" id="ariaid-title6">Ticket activity (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_gmh_5cn_zbc__ul_ug3_x2n_zbc">
<li class="li">
<strong class="ph b">Support - New tickets (30min)</strong>: 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. </li>
<li class="li">
<strong class="ph b">Support - Open tickets (30min)</strong>: 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. </li>
<li class="li">
<strong class="ph b">Support - Solved tickets (30min)</strong>: 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. </li>
<li class="li">
<strong class="ph b">Support - Pending tickets (30min)</strong>: 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.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_gpr_vcn_zbc">
<h4 class="title topictitle4" id="ariaid-title7">Ticket volume, efficiency, and satisfaction (Historical data)</h4>
<div class="body">
<p class="p">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.</p>
<ul class="ul" id="topic_gpr_vcn_zbc__ul_wzs_1fn_zbc">
<li class="li">
<strong class="ph b">Tickets: Tickets created and solved per hour (8 hrs)</strong>: A chart
showing the number of tickets created (column) and solved (line) each
hour for the last 8 hours. </li>
<li class="li">
<strong class="ph b">Efficiency: First reply time (8 hrs)</strong>: A KPI showing the median
first reply time for tickets over the last 8 hours. </li>
<li class="li">
<strong class="ph b">Satisfaction: Satisfaction score and rated tickets by month (12
months)</strong>: 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.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_uxk_rcn_zbc">
<h3 class="title topictitle3" id="ariaid-title8">Messaging tab</h3>
<div class="body">
<p class="p">The Messaging tab contains the reports below. You can filter the live data (but
not historical data) by <strong class="ph b">Messaging - Channel</strong> and <strong class="ph b">Messaging - Group</strong>.
</p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_ecx_wcn_zbc">
<h4 class="title topictitle4" id="ariaid-title9">Agent status (Live data)</h4>
<div class="body">
<p class="p">If you're on an Enterprise plan, click these metrics to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">drill into specific information about
agent status and current conversations</a>.</p>
<ul class="ul" id="topic_ecx_wcn_zbc__ul_i2w_2fn_zbc">
<li class="li">
<strong class="ph b">Messaging - Agents online</strong>: The number of agents in the Online
status. </li>
<li class="li">
<strong class="ph b">Messaging - Agents away</strong>: The number of agents in the Away
status.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested3" id="topic_qnt_xcn_zbc">
<h4 class="title topictitle4" id="ariaid-title10">Conversation activity (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_qnt_xcn_zbc__ul_jvf_hfn_zbc">
<li class="li">
<strong class="ph b">Messaging - Active assigned conversations</strong>: 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.</li>
<li class="li">
<strong class="ph b">Messaging - Inactive assigned conversations</strong>: The number of
assigned conversations without a reply from the end user for more than
10 minutes. </li>
<li class="li">
<strong class="ph b">Messaging - Active conversations in queue</strong>: The number of new
conversations waiting for an agent to respond. </li>
<li class="li">
<strong class="ph b">Messaging - Inactive conversations in the queue</strong>: The number of
unassigned conversations without a reply from the end user for more than
10 minutes.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_nxp_ycn_zbc">
<h4 class="title topictitle4" id="ariaid-title11">Ticket volume (Historical data)</h4>
<div class="body">
<p class="p">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.</p>
<ul class="ul" id="topic_nxp_ycn_zbc__ul_pwc_jfn_zbc">
<li class="li">
<strong class="ph b">Tickets created and solved per hour (8 hrs)</strong>: 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. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested3" id="topic_tcs_rfn_zbc">
<h4 class="title topictitle4" id="ariaid-title12">Queue times (Live data)</h4>
<div class="body">
<ul class="ul">
<li class="li">
<strong class="ph b">Messaging - Longest time in queue for active conversations</strong>: The
longest time spent for new conversations waiting for an agent to
respond. </li>
<li class="li">
<strong class="ph b">Messaging - Average time in queue for active conversations</strong>: The
average time spent for new conversations waiting for an agent to
respond.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_nfd_scn_zbc">
<h3 class="title topictitle3" id="ariaid-title13">Voice tab</h3>
<div class="body">
<p class="p">The Voice tab contains the reports below. You can filter the live data (but not
historical data) by <strong class="ph b">Voice - Call group</strong>.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_mpq_zcn_zbc">
<h4 class="title topictitle4" id="ariaid-title14">Agent status (Live data)</h4>
<div class="body">
<p class="p">If you're on an Enterprise plan, you can click any of these metrics to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">drill into specific information about
agent status and current calls</a>. </p>
<ul class="ul" id="topic_mpq_zcn_zbc__ul_r3c_yfn_zbc">
<li class="li">
<strong class="ph b">Voice - Agents online</strong>: The number of agents in the Online status. </li>
<li class="li">
<strong class="ph b">Voice - Agents offline</strong>: The number of agents in the Offline
status. </li>
<li class="li">
<strong class="ph b">Voice - Agents away</strong>: The number of agents in the Away status. </li>
<li class="li">
<strong class="ph b">Voice - Agents transfer only</strong>: The number of agents in the
Transfer only status.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_xrk_1dn_zbc">
<h4 class="title topictitle4" id="ariaid-title15">Wait times (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_xrk_1dn_zbc__ul_sh1_1gn_zbc">
<li class="li">
<strong class="ph b">Voice - Longest wait time</strong>: The maximum time a caller is waiting
for a response. </li>
<li class="li">
<strong class="ph b">Voice - Average wait time</strong>: The average time a caller is waiting
for a response.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested3" id="topic_iwb_bdn_zbc">
<h4 class="title topictitle4" id="ariaid-title16">Call activity (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_iwb_bdn_zbc__ul_zr1_bgn_zbc">
<li class="li">
<strong class="ph b">Voice - Ongoing calls</strong>: The number of calls currently in progress. </li>
<li class="li">
<strong class="ph b">Voice - Calls in queue</strong>: The number of calls waiting for a
response. </li>
<li class="li">
<strong class="ph b">Voice - Callbacks in queue</strong>: The number of callback requests
waiting for a response.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested3" id="topic_hy5_bdn_zbc">
<h4 class="title topictitle4" id="ariaid-title17">Call activity (Historical data)</h4>
<div class="body">
<p class="p">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.</p>
<ul class="ul" id="topic_hy5_bdn_zbc__ul_xwv_2gn_zbc">
<li class="li">
<strong class="ph b">Calls by date</strong>: 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. </li>
<li class="li">
<strong class="ph b">Calls started and completed per hour (8 hrs)</strong>: 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. </li>
<li class="li">
<strong class="ph b">Calls - Completion rate</strong>: A KPI showing the percentage of calls
completed out of all calls for the last 30 days. </li>
<li class="li">
<strong class="ph b">Calls - Inbound calls</strong>: A KPI showing the number of inbound calls
for the last 30 days. </li>
<li class="li">
<strong class="ph b">Calls - Outbound calls</strong>: A KPI showing the number of outbound
calls for the last 30 days.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_uzp_scn_zbc">
<h3 class="title topictitle3" id="ariaid-title18">Chat tab</h3>
<div class="body">
<p class="p">The Chat tab contains the reports below. You can filter the live data (but not
historical data) by <strong class="ph b">Chat - Department</strong>.</p>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested3" id="topic_kxz_cdn_zbc">
<h4 class="title topictitle4" id="ariaid-title19">Agent status (Live data)</h4>
<div class="body">
<p class="p">If you're on an Enterprise plan, you can click any of these metrics to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">drill into specific information about
agent status and current chats</a>. </p>
<ul class="ul" id="topic_kxz_cdn_zbc__ul_lh5_kgn_zbc">
<li class="li">
<strong class="ph b">Chat - Agents online</strong>: The number of agents in the Online status. </li>
<li class="li">
<strong class="ph b">Chat - Agents away</strong>: The number of agents in the Away status. </li>
<li class="li">
<strong class="ph b">Chat - Agents invisible</strong>: The number of agents in the Invisible
status.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested3" id="topic_lzq_ddn_zbc">
<h4 class="title topictitle4" id="ariaid-title20">Chat activity (Historical data)</h4>
<div class="body">
<p class="p">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.</p>
<ul class="ul" id="topic_lzq_ddn_zbc__ul_zg1_ngn_zbc">
<li class="li">
<strong class="ph b">Chats: Chats started and completed per hour (8 hrs)</strong>: 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. </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested3" id="topic_yhb_rdn_zbc">
<h4 class="title topictitle4" id="ariaid-title21">Chat workflow (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_yhb_rdn_zbc__ul_rgl_4gn_zbc">
<li class="li">
<strong class="ph b">Chat - Chats in queue</strong>: The number of new chats created during
current business hours and waiting for a response. </li>
<li class="li">
<strong class="ph b">Chat - Active chats</strong>: The number of chats that have at least one
message sent by the agent or the end user in the last 10 minutes.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested3" id="topic_d3s_rdn_zbc">
<h4 class="title topictitle4" id="ariaid-title22">Chat satisfaction (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_d3s_rdn_zbc__ul_ng2_qgn_zbc">
<li class="li">
<strong class="ph b">Chat - Satisfaction score (30min)</strong>: The percentage of chats rated
as Good in the last 30 minutes. </li>
<li class="li">
<strong class="ph b">Chat - Good satisfaction (30min)</strong>: The number of resolved chats
rated as Good in the last 30 minutes. </li>
<li class="li">
<strong class="ph b">Chat - Bad satisfaction (30min)</strong>: The number of resolved chats
rated as Bad in the last 30 minutes.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested3" id="topic_nbt_sdn_zbc">
<h4 class="title topictitle4" id="ariaid-title23">Wait times, reply times, and duration (Live data)</h4>
<div class="body">
<ul class="ul" id="topic_nbt_sdn_zbc__ul_yys_rgn_zbc">
<li class="li">
<strong class="ph b">Chat - Longest wait time</strong>: The longest wait time for new chats
created during current business hours. </li>
<li class="li">
<strong class="ph b">Chat - Average wait time</strong>: The average wait time for new chats
created during current business hours. </li>
<li class="li">
<strong class="ph b">Chat - Longest reply time</strong>: The longest time for an agent to reply
to a new chat during current business hours. </li>
<li class="li">
<strong class="ph b">Chat - Average reply time</strong>: The average time for an agent to reply
to a new chat during current business hours. </li>
<li class="li">
<strong class="ph b">Chat - Longest duration</strong>: The longest duration from the first to
the last chat message. </li>
<li class="li">
<strong class="ph b">Chat - Average duration</strong>: The average duration from the first to
the last chat message.</li>
</ul>
</div>
</div>
</div>
</div>
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