Overview of the omnichannel agent productivity and queues dashboard

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<p id="docs-hc-snippet" style="display: none;">Explore offers a prebuilt dashboard that displays data about your agents’ states. This dashboard gives supervisors the information they need to understand how their agents are spending their time.</p>
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<p class="p">Explore offers a prebuilt dashboard that displays data about your agents’ states. This
dashboard gives supervisors the information they need to understand how their agents are
spending their time. </p>
<div class="note tip" id="Explore_dashboard_omnichannel__note_vqy_glf_2xb">
<span class="tiptitle">Tip:</span> You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">clone this dashboard</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819770906" target="_blank">customize it</a> to meet more specific scenarios. If you need
something more complex, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">create your own reports</a> using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600290657434" target="_blank">metrics and attributes for agent state and
activities</a>.</div>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="Explore_dashboard_omnichannel__ul_n1h_3nf_2xb">
<li class="li"><a class="xref" href="#topic_cf1_gnf_2xb">Opening the omnichannel agent state and activity dashboard</a></li>
<li class="li"><a class="xref" href="#topic_q2g_hnf_2xb">Understanding the reports</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cf1_gnf_2xb">
<h2 class="title topictitle2" id="ariaid-title2">Opening the omnichannel agent state and activity dashboard</h2>
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<p class="p">The omnichannel agent state and activity dashboard is available in the Dashboards
library in Explore. </p>
<p class="p"><strong class="ph b">To open the omnichannel agent state and activity dashboard</strong></p>
<ol class="ol" id="topic_cf1_gnf_2xb__ol_iqj_qnf_2xb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_cf1_gnf_2xb__image_wc1_rnf_2xb" 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">Zendesk Omnichannel: Agent productivity
and queues</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_q2g_hnf_2xb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the reports</h2>
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<p class="p">The dashboard contains the following tabs:</p>
<ul class="ul" id="topic_q2g_hnf_2xb__ul_d2w_snf_2xb">
<li class="li">
<strong class="ph b">Summary tab</strong>: Contains reports about the overall time that a group or
agent has spent in a specific state, along with a daily-aggregated report on
time spent in online and offline states.</li>
<li class="li">
<strong class="ph b">Performance ranking tab:</strong> Ranks your agents performance by first reply
time, average response time, and average handle time.</li>
<li class="li">
<strong class="ph b">State details tab</strong>: Contains timestamp-level details about when a group or
agent entered and exited states for a given channel.</li>
<li class="li">
<strong class="ph b">Assigned work tab</strong>: Contains reports about how much capacity each agent
has used for all channels, along with offer and acceptance counts for Chat and
Messaging only. </li>
<li class="li">
<strong class="ph b">Queues tab:</strong> Information about your queues including how many tickets
entered and exited, and your queue volume over time.</li>
</ul>
<p class="p">To learn about the available reports on each tab, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600298255770" target="_blank">Analyzing agent state and activity</a>.</p>
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