Seeing live agent status with Explore: Use cases

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<p id="docs-hc-snippet" style="display: none;">Using an Explore live dashboard, you cansee the current status and workload of your agents. If you’veturned on omnichannel routing, you can also see whichunified and custom statusesagents are in.</p>
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<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>
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<p class="p">Using an Explore live dashboard, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">see the current status and workload of your agents</a>. If
you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">turned on omnichannel routing</a>, you can also
see which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">unified and custom statuses</a> agents are in. </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 describes some common use cases for using an Explore live dashboard to
effectively monitor your agents’ statuses. The examples in this article are tailored to
team leads and supervisors who need to know the status of their agents in order to
ensure appropriate staffing levels and workload distribution. </p>
<p class="p">The instructions in this article work for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843771546" target="_blank">prebuilt live dashboard</a> as well as any live dashboards built
in the beta dashboard builder that have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826499482" target="_blank">reports with drill in turned on</a>. To create a custom live
dashboard that shows you unified, custom, and channel-specific agent statuses at a
glance, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6358231294362" target="_blank">Explore recipe: Creating a dashboard to report on
live agent status</a>.</p>
<div class="p">
<div class="note tip" id="Explore_live_agent_status_use_cases__note_vyv_2rr_31c">
<span class="tiptitle">Tip:</span> You can also use a live dashboard to change an
agent’s status for them. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746#topic_lxc_xpr_31c" target="_blank">Changing agent status</a>. </div>
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<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_live_agent_status_use_cases__ul_qmd_w44_jzb">
<li class="li"><a class="xref" href="#topic_l1f_p44_jzb">Use case 1: See which agents are online across all channels (Omnichannel routing only)</a></li>
<li class="li"><a class="xref" href="#topic_rx5_q44_jzb">Use case 2: See which agents are in a custom status (Omnichannel routing only)</a></li>
<li class="li"><a class="xref" href="#topic_rsm_s44_jzb">Use case 3: See which agents are online for any channel</a></li>
<li class="li"><a class="xref" href="#topic_yp1_544_jzb">Use case 4: See which agents are online for a specific channel</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="Explore_live_agent_status_use_cases__ul_my4_v44_jzb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422485166746" target="_blank">Seeing live agent status and activities with
Explore</a></li>
<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>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_l1f_p44_jzb">
<h2 class="title topictitle2" id="ariaid-title2">Use case 1: See which agents are online across all channels (Omnichannel routing only)</h2>
<div class="body">
<p class="p">As a team lead with access to omnichannel routing, you want to see how many agents
are online across all channels right now. This gives you an overall picture of your
current available staffing, allowing you to make decisions across channels about how
much work can be done based on your available agents. </p>
<p class="p"><strong class="ph b">To see which agents are online across all channels</strong></p>
<ol class="ol" id="topic_l1f_p44_jzb__ol_asv_jp4_jzb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_l1f_p44_jzb__image_h3r_kp4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">Click the <strong class="ph b">Live data</strong> dashboard, or select a custom live dashboard. </li>
<li class="li">Click any agent status metric and select <strong class="ph b">Drill in</strong>. </li>
<li class="li">In the <strong class="ph b">Agent workload vs. capacity</strong> window, click <strong class="ph b">Filter</strong> and select
<strong class="ph b">Unified status</strong> &gt; <strong class="ph b">Online</strong>.</li>
</ol>
<p class="p">The list shows agents who are online across all channels.</p>
<p class="p"><img class="image" id="topic_l1f_p44_jzb__image_e3w_4q4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_agent_status_use_case_1_nov17.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rx5_q44_jzb">
<h2 class="title topictitle2" id="ariaid-title3">Use case 2: See which agents are in a custom status (Omnichannel routing only)</h2>
<div class="body">
<p class="p">As a team lead, you want to see which agents are listed as In training, a custom
status your organization created. Based on the way your organization <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410525357594" target="_blank">created the custom status</a>, you know that agents in
training are available to be assigned Support tickets, but are not available to take
calls or messages. This helps you understand which agents aren’t currently available
to handle time-sensitive work. </p>
<p class="p"><strong class="ph b">To see which agents are in a custom status</strong></p>
<div class="p">
<div class="note tip" id="topic_rx5_q44_jzb__note_bnl_sp4_jzb">
<span class="tiptitle">Tip:</span> If you already have the <strong class="ph b">Agent workload vs.
capacity</strong> window open, skip to step 4.</div>
</div>
<ol class="ol" id="topic_rx5_q44_jzb__ol_l1b_qp4_jzb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_rx5_q44_jzb__image_jxt_qp4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">Click the <strong class="ph b">Live data</strong> dashboard, or select a custom live dashboard. </li>
<li class="li">Click any agent status metric and select <strong class="ph b">Drill in</strong>. </li>
<li class="li">In the <strong class="ph b">Agent workload vs. capacity</strong> window, click <strong class="ph b">Filter</strong> and select
<strong class="ph b">Unified status</strong> &gt; <strong class="ph b">In training</strong> (or whichever custom status
you’re interested in).</li>
</ol>
<p class="p">The list shows agents who are in the custom status you selected.</p>
<p class="p"><img class="image" id="topic_rx5_q44_jzb__image_srk_pq4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_agent_status_use_case_2_nov17.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rsm_s44_jzb">
<h2 class="title topictitle2" id="ariaid-title4">Use case 3: See which agents are online for any channel</h2>
<div class="body">
<p class="p">As a team lead without access to omnichannel routing, you want to see how many agents
are online across any channel right now. This gives you an overall picture of your
current available staffing, allowing you to make decisions across channels about how
much work can be done based on your available agents. </p>
<p class="p"><strong class="ph b">To see which agents are online for any channel</strong></p>
<div class="p">
<div class="note tip" id="topic_rsm_s44_jzb__note_lrt_vp4_jzb">
<span class="tiptitle">Tip:</span> If you already have the <strong class="ph b">Agent workload vs.
capacity</strong> window open, skip to step 4.</div>
</div>
<ol class="ol" id="topic_rsm_s44_jzb__ol_mrt_vp4_jzb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_rsm_s44_jzb__image_nrt_vp4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">Click the <strong class="ph b">Live data</strong> dashboard, or select a custom live dashboard. </li>
<li class="li">Click any agent status metric and select <strong class="ph b">Drill in</strong>. </li>
<li class="li">In the <strong class="ph b">Agent workload vs. capacity</strong> window, click <strong class="ph b">Filter</strong> and select
<strong class="ph b">Status by channel</strong> &gt; <strong class="ph b">Online</strong>.</li>
</ol>
<p class="p">The list shows agents who are online for any channel.</p>
<p class="p"><img class="image" id="topic_rsm_s44_jzb__image_omy_pq4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_agent_status_use_case_3_nov17.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_yp1_544_jzb">
<h2 class="title topictitle2" id="ariaid-title5">Use case 4: See which agents are online for a specific channel</h2>
<div class="body">
<p class="p">As a team lead, you want to see which agents are online for calls, regardless of
their status in other channels. This helps you focus your attention on agents who
are currently available to handle calls, without worrying about availability for
other channels. </p>
<p class="p"><strong class="ph b">To see which agents are online for a specific channel</strong></p>
<div class="p">
<div class="note tip" id="topic_yp1_544_jzb__note_q3t_2q4_jzb">
<span class="tiptitle">Tip:</span> If you already have the <strong class="ph b">Agent workload vs.
capacity</strong> window open, skip to step 4. If you followed <a class="xref" href="#topic_rsm_s44_jzb">use case 3</a>, skip to step
5.</div>
</div>
<ol class="ol" id="topic_yp1_544_jzb__ol_r3t_2q4_jzb">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_yp1_544_jzb__image_s3t_2q4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">Click the <strong class="ph b">Live data</strong> dashboard, or select a custom live dashboard. </li>
<li class="li">Click any agent status metric and select <strong class="ph b">Drill in</strong>. </li>
<li class="li">In the <strong class="ph b">Agent workload vs. capacity</strong> window, click <strong class="ph b">Filter</strong> and select
<strong class="ph b">Status by channel</strong> &gt; <strong class="ph b">Online</strong>.</li>
<li class="li">Click <strong class="ph b">Filter</strong> again and select <strong class="ph b">Channel</strong> &gt; <strong class="ph b">Talk</strong>.</li>
</ol>
<p class="p">The list shows agents who are online for the voice channel.</p>
<p class="p"><img class="image" id="topic_yp1_544_jzb__image_oxl_qq4_jzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_live_agent_status_use_case_4_nov17.png" width="600"></p>
</div>
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