Overview of the omnichannel routing queues live dashboard

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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 Omnichannel routing queues - live dashboard that displays information about your omnichannel custom routing queues. This dashboard is available only if you’ve turned on omnichannel routing and created custom omnichannel routing queues.

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 queues dashboard

Understanding the live performance dashboard reports

Related articles:

Overview of the Explore live dashboard

Overview of the Explore live performance data by channel dashboard

Explore recipe: Reporting on custom omnichannel queue performance

Accessing the live queues dashboard

You can access the live queues 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 Omnichannel routing queues - live monitoring.

Understanding the live performance dashboard reports

The dashboard contains the report below. You can filter the report by Queues - Queue name and Queues - Group.

Queues - List: A table showing an ordered list of the custom omnichannel routing queues you’ve created.