Overview of the omnichannel routing queues live dashboard


Explore features a prebuiltOmnichannel routing queues - livedashboard that displays information about your omnichannel custom routing queues. This dashboard is available only if you’veturned on omnichannel routingandcreated custom omnichannel routing queues.


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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.



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.

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.




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.




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