Overview of the Explore live dashboard

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real-time monitoring dashboards</a> for live reports.</div>
</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827282714" target="_blank">share it</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843602714" target="_blank">schedule it</a>, or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">clone it</a> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846742042" target="_blank">make your own customized version</a>. If you're on a
Professional plan, the dashboard is read-only, but you can share it.</p>
<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">If you’re on a Professional plan, the prebuilt live dashboard is read-only. You can’t
<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 dashboard, nor can you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846742042" target="_blank">build custom live dashboards</a>. However, on Professional
plans, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827282714" target="_blank">share</a> the live dashboard. Customers on the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823356186#topic_pf2_35r_smb" target="_blank">Explore Legacy plan</a> do not have access to the
live dashboard.</p>
<p class="p"><img class="image img-screenshot" id="Explore_dashboard_realtime__image_pzh_khp_5mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ent_live_dash_1_updated.png" width="550"></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">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.</p>
<p class="p">Additionally, the name of the live dashboard in the Dashboard library depends on whether
you use live chat or messaging:</p>
<ul class="ul" id="Explore_dashboard_realtime__ul_ndf_vbc_wvb">
<li class="li">
<strong class="ph b">Live data</strong>: Name of the live dashboard if you use neither live chat nor
messaging. Includes the Support and Talk sections.</li>
<li class="li">
<strong class="ph b">Live data (including Chat)</strong>: Name of the dashboard if you use live chat.
Includes the Support, Talk, and Chat sections, but not the Messaging section.</li>
<li class="li">
<strong class="ph b">Live data (including Messaging)</strong>: Name of the dashboard if you use messaging.
Includes the Support, Talk, and Messaging sections, but not the Chat section.<div class="note note" id="Explore_dashboard_realtime__note_vfn_lxy_pyb">
<span class="notetitle">Note:</span> If you recently turned on messaging, it can take up to 24
hours for this dashboard to appear in the dashboard library.</div>
</li>
</ul>
<p class="p">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.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> 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>.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_dashboard_realtime__ul_j4b_y5y_q3b">
<li class="li"><a class="xref" href="#topic_mlm_hkp_5mb">Accessing the live dashboard</a></li>
<li class="li"><a class="xref" href="#topic_iqf_vfv_fvb">Messaging reports</a></li>
<li class="li"><a class="xref" href="#topic_yjc_jty_q3b">Chat reports</a></li>
<li class="li"><a class="xref" href="#topic_l23_vty_q3b">Voice reports</a></li>
<li class="li"><a class="xref" href="#topic_cxj_vty_q3b">Support reports</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="Explore_dashboard_realtime__ul_kjd_m3n_zbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7431948845082" target="_blank">Overview of the Explore live performance data by
channel 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_mlm_hkp_5mb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the live dashboard</h2>
<div class="body">
<p class="p"><strong class="ph b">To access the live dashboard</strong></p>
<ol class="ol" id="topic_mlm_hkp_5mb__ol_x4w_zpq_2fb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_mlm_hkp_5mb__image_gww_xsx_k5b" 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 the <strong class="ph b">Live data</strong> dashboard.<p class="p">If you use
live chat, select <strong class="ph b">Live data (including Chat)</strong>. If you use messaging,
select <strong class="ph b">Live data (including Messaging)</strong>. If you use both, select
whichever option you want to view metrics for.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_cxj_vty_q3b">
<h2 class="title topictitle2" id="ariaid-title3">Support reports</h2>
<div class="body">
<p class="p"><img class="image img-screenshot" id="topic_cxj_vty_q3b__image_qnz_rlp_5mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ent_live_dash_support_updated.png" width="350"></p>
<p class="p">The <strong class="ph b">Support</strong> section of the real-time dashboard displays the following
information:</p>
<ul class="ul" id="topic_cxj_vty_q3b__ul_prk_55y_q3b">
<li class="li">
<strong class="ph b">New tickets (30 min)</strong>: The number of tickets that changed to <strong class="ph b">New</strong>
status in the last 30 minutes.</li>
<li class="li">
<strong class="ph b">Open tickets (30 min)</strong>: The number of tickets that changed to an
<strong class="ph b">Open</strong> status in the last 30 minutes.</li>
<li class="li">
<strong class="ph b">Tickets created and solved per hour</strong>: (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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.</li>
<li class="li">
<strong class="ph b">Agents online</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Agents offline</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Solved tickets (30 min)</strong>: The number of tickets that changed to a
<strong class="ph b">Solved</strong> status in the last 30 minutes.</li>
<li class="li">
<strong class="ph b">Satisfaction (today)</strong>: 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.</li>
</ul>
<p class="p">You can filter the reports in the <strong class="ph b">Support</strong> section by <strong class="ph b">Ticket group</strong> or
<strong class="ph b">Ticket brand</strong>. You can select up to five attribute values for each
filter.</p>
<p class="p"><img class="image" id="topic_cxj_vty_q3b__image_elh_vsz_nxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_dashboard_multi-filter.png"></p>
<div class="p">
<div class="note important" id="topic_cxj_vty_q3b__note_vqp_3sx_wwb">
<span class="importanttitle">Important:</span> 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.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_l23_vty_q3b">
<h2 class="title topictitle2" id="ariaid-title4">Voice reports</h2>
<div class="body">
<p class="p"><img class="image img-screenshot" id="topic_l23_vty_q3b__image_b1j_rlp_5mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ent_live_dash_talk_updated.png" width="350"></p>
<p class="p">The <strong class="ph b">Voice</strong> section of the real-time dashboard displays the following
information:</p>
<ul class="ul" id="topic_l23_vty_q3b__ul_ahd_s5y_q3b">
<li class="li">
<strong class="ph b">Calls in queue</strong>: The number of calls in the queue.</li>
<li class="li">
<strong class="ph b">Ongoing calls</strong>: The number of currently connected calls.</li>
<li class="li">
<strong class="ph b">Calls started and completed per hour</strong>: (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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.</li>
<li class="li">
<strong class="ph b">Agents online</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Agents offline:</strong> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Average wait time</strong>: The average time customers wait for their call to be
answered.</li>
<li class="li">
<strong class="ph b">Longest wait time</strong>: The maximum time a customer waited for their call to
be answered.</li>
</ul>
<p class="p">The wait time metrics are refreshed each time a new call is answered.</p>
<p class="p">You can filter the reports in the <strong class="ph b">Voice</strong> section by <strong class="ph b">Call group</strong>. You can
select up to five attribute values for each filter.</p>
<div class="p">
<div class="note note" id="topic_l23_vty_q3b__note_ulw_4sz_nxb">
<span class="notetitle">Note:</span> You might sometimes see differences in results between
the Explore live dashboard and the live calls dashboard. To learn why these can
occur, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828509210" target="_blank">Discrepancies between the live calls
dashboard and the Explore Enterprise live dashboard</a>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_iqf_vfv_fvb">
<h2 class="title topictitle2" id="ariaid-title5">Messaging reports</h2>
<div class="body">
<div class="bodydiv"><img class="image img-screenshot" id="topic_iqf_vfv_fvb__image_nkh_z4v_fvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_ent_live_dash_messaging_updated-new.png" width="350"></div>
<p class="p">The <strong class="ph b">Messaging</strong> section of the real-time dashboard displays the following
information:</p>
<ul class="ul" id="topic_iqf_vfv_fvb__ul_pvy_tgv_fvb">
<li class="li">
<strong class="ph b">Active conversations in queue</strong>: The number of active conversations that
have not yet been answered by an agent.</li>
<li class="li">
<strong class="ph b">Active assigned conversations</strong>: The number of conversations being
addressed by an agent.</li>
<li class="li">
<strong class="ph b">Inactive conversations in the queue</strong>: Unassigned conversations without a
reply from the end user for 10 minutes.</li>
<li class="li">
<strong class="ph b">Inactive assigned conversations</strong>: Assigned conversations without a reply
from the end user for 10 minutes.<div class="note note">
<span class="notetitle">Note:</span> There are differences in how we count
towards inactive conversations for customers using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9496171412378" target="_blank">conversation inactivity timer</a>.
Learn more in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843357210#topic_mq4_yxb_n4b" target="_blank">Live data widgets for Explore
dashboards</a>.</div>
</li>
<li class="li">
<strong class="ph b">Average concurrency:</strong> The average number of conversations assigned to
agents whose status is Online.</li>
<li class="li">
<strong class="ph b">Average and longest requester wait time</strong>: The average and longest time end
users are waiting for an agent’s response across all active conversations
only.</li>
<li class="li">
<strong class="ph b">Average and longest handle time</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle time metric
calculated?</a>
</li>
<li class="li">
<strong class="ph b">Agents online</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Agents away</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Satisfaction (today)</strong>: 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.</li>
<li class="li">
<strong class="ph b">Average time in queue for active conversations</strong>:
The average time customers wait for their conversation request to be answered by
an agent.</li>
<li class="li">
<strong class="ph b">Longest time in queue</strong>: The maximum time a customer waited for their chat
request to be answered by an agent.</li>
<li class="li">
<strong class="ph b">Tickets created and solved per hour</strong>: (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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.</li>
</ul>
<p class="p">The wait time metrics are refreshed each time a new conversation request is
answered.</p>
<p class="p">You can filter the reports in the <strong class="ph b">Messaging</strong> section by <strong class="ph b">Group</strong> or
<strong class="ph b">Channel</strong>. You can select up to five attribute values for each filter.</p>
<p class="p">When you activate a new social channel, refresh your browser to ensure that new
tickets created from that channel are reflected on the dashboard. </p>
<p class="p">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.</p>
<div class="p">
<div class="note note" id="topic_iqf_vfv_fvb__note_xf5_v5w_4zb">
<span class="notetitle">Note:</span> 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.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_yjc_jty_q3b">
<h2 class="title topictitle2" id="ariaid-title6">Chat reports</h2>
<div class="body">
<p class="p"><img class="image img-screenshot" id="topic_yjc_jty_q3b__image_plq_qlp_5mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ent_live_dash_chat_updated.png" width="350"></p>
<p class="p">The <strong class="ph b">Chat</strong> section of the real-time dashboard displays the following
information:</p>
<ul class="ul" id="topic_yjc_jty_q3b__ul_ljb_n5y_q3b">
<li class="li">
<strong class="ph b">Active chats</strong>: The number of currently connected chats.</li>
<li class="li">
<strong class="ph b">Chats in queue</strong>: The number of chats in the queue.</li>
<li class="li">
<strong class="ph b">Chats started and completed per hour</strong>: (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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.</li>
<li class="li">
<strong class="ph b">Agents online</strong>: 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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Agents away</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and
activities</a>.</li>
<li class="li">
<strong class="ph b">Satisfaction (30 min)</strong>: 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.</li>
<li class="li">
<strong class="ph b">Average wait time</strong>: The average time customers wait for their chat request
to be answered.</li>
<li class="li">
<strong class="ph b">Longest reply time</strong>: The maximum time a customer waited for their chat
request to be answered.</li>
</ul>
<p class="p">The wait time metrics are refreshed each time a new chat request is answered.</p>
<p class="p">You can filter the reports in the <strong class="ph b">Chat</strong> section by <strong class="ph b">Department</strong>. You can
select up to five attribute values for each filter.</p>
</div>
</div>
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