Using the Contact Center dashboards app

The Contact Center Dashboards app provides access to real-time and historical performance metrics within your environment. You can monitor agent and team performance and make informed decisions. To use the app, install it from the Marketplace, configure settings, and access dashboards like Realtime snapshot and Recent performance. This tool helps you keep track of key metrics without leaving your workspace.




The Zendesk for Contact Center Dashboards app gives you seamless access to your
contact center’s core performance metrics and reporting, all in real time, and within
your Zendesk environment.
The app is available from the Zendesk Marketplace and is included in your
Contact Center licence and gives you:

Access all Contact Center dashboards - no hidden tiers or
limitations.
Gain immediate visibility into real-time and historical contact center
metrics.
Access the Contact Center dashboards directly within Zendesk.
Monitor agent and team performance to make timely, informed
decisions.

This article contains the following topics:

Installing the Contact Center Dashboards app
Accessing Contact Center dashboards



Installing the Contact Center Dashboards app

Before you can start using the Contact Center Dashboards app, you need to install
it.
To install the app

Ensure you are logged into Zendesk as an admin.
Navigate to the app listing on the Zendesk Marketplace.
Click Install.
Choose your Zendesk subdomain from the list, and then click
Install.

You will be redirected to the My Apps page within your Zendesk
account, where you will see the Zendesk for Contact Center Dashboards app.
Hover your mouse over the icon and click the Settings icon.
Click Change settings.

Enter your Contact Center workspace name. If you are unsure what
this is, open the settings for your Contact Center app and use the same
value.

Enter your Contact Center region. If you are unsure what this is,
open the settings for your Contact Center app and use the same
value.

If you want to restrict who can access the app, select options from
either the role or group restrictions dropdown.
Click Update to save your changes




Accessing Contact Center dashboards

To access the dashboards

In Contact Center, click the dashboards icon.
If you are not already signed into Contact Center, you will need to
sign into the Contact Center Dashboards app. This is the same process as logging
into the Zendesk for Contact Center app.
Once logged in, you can navigate between the 4 available
dashboards:
Realtime snapshot
Recent performance
Resolution codes
Contact performance