Overview of the omnichannel routing queues live dashboard

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_pee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_explore_pe">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Explore Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<div class="p">
<div class="note note" id="Explore_live_dashboard_queues__note_xjw_xdn_zbc">
<span class="notetitle">Note:</span> If you’re on a Professional plan, the prebuilt live
performance dashboard is read-only. You can’t <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827282714" target="_blank">share</a>, <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 performance dashboard, nor
can you build custom live dashboards. Customers on the Explore Legacy plan do not
have access to the live performance dashboard.</div>
</div>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Following the recent acquisition of HyperArc, we are now working
on agentic analytics, the next generation of Zendesk analytics. This will include
state-of-the-art AI-assisted reports and dashboards. <p class="p">For this reason, you no
longer need to migrate your existing Explore dashboards to the new dashboard
builder. If you’ve already migrated, don’t worry. The new dashboard builder will
remain live for the foreseeable future, and you can continue to use it.
</p>
<p class="p">Agentic analytics will be available later in 2026. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10468673224474" target="_blank">Read more about agentic
analytics</a>.</p>
</div>
</div>
<p class="p">Explore features a prebuilt <strong class="ph b">Omnichannel routing queues - live</strong> dashboard that
displays information about your omnichannel custom routing queues. This dashboard is
available only if you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">turned on omnichannel routing</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">created custom omnichannel routing queues</a>. </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 contains the following topics: </p>
<ul class="ul" id="Explore_live_dashboard_queues__ul_m41_phn_zbc">
<li class="li"><a class="xref" href="#topic_d2x_phn_zbc">Accessing the live queues dashboard</a></li>
<li class="li"><a class="xref" href="#topic_jcb_rhn_zbc">Understanding the live performance dashboard reports</a></li>
</ul>
<p class="p">Related articles: </p>
<ul class="ul" id="Explore_live_dashboard_queues__ul_zgm_lhn_zbc">
<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>
<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/7217081202714" target="_blank">Explore recipe: Reporting on custom omnichannel
queue performance</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_d2x_phn_zbc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the live queues dashboard</h2>
<div class="body">
<p class="p">You can access the live queues dashboard in the Dashboards library. </p>
<p class="p"><strong class="ph b">To access the live performance dashboard</strong></p>
<ol class="ol" id="topic_d2x_phn_zbc__ol_f4k_yhn_zbc">
<li class="li">In Explore, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_d2x_phn_zbc__image_zcx_zhn_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_product_tray.png">) in the left sidebar. </li>
<li class="li">From the list of dashboards, select <strong class="ph b">Omnichannel routing queues</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jcb_rhn_zbc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the live performance dashboard reports</h2>
<div class="body">
<p class="p">The dashboard contains the report below. You can filter the report by <strong class="ph b">Queues -
Queue name</strong> and <strong class="ph b">Queues - Group</strong>. </p>
<ul class="ul" id="topic_jcb_rhn_zbc__ul_egq_13n_zbc">
<li class="li">
<strong class="ph b">Queues - List</strong>: A table showing an ordered list of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">custom omnichannel routing queues</a>
you’ve created.<p class="p"><img class="image" id="topic_jcb_rhn_zbc__image_e15_f3n_zbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_omnichannel_routing_queues_live_monitoring_dashboard.png" width="600"></p>
</li>
</ul>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7568858834202",
"url": "https://support.zendesk.com/hc/en-us/articles/7568858834202",
"headline": "Overview of the omnichannel routing queues live dashboard",
"description": "You can view a live dashboard of custom omnichannel routing queues and filter the queues list by queue name or group.",
"articleSection": "Viewing and using dashboards",
"datePublished": "2024-07-08T17:14:25+00:00",
"dateModified": "2026-07-21T17:11:00.119547+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7568858834202"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Reporting and analytics",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script>
</body>