Understanding real-time dashboard limitations

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<p id="docs-hc-snippet" style="display: none;">The following limitations currently apply when using the real-time monitoring dashboards:</p>
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<p class="p" dir="ltr">The following limitations currently apply when using the real-time monitoring
dashboards:</p>
<ul class="ul" id="real-time_limitations__ul_h4b_tbj_qhc">
<li class="li" dir="ltr">To see the incoming tickets dashboard, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a> must be turned on.</li>
<li class="li" dir="ltr">You can't change agent state from the dashboards. This is planned for a
future update. </li>
<li class="li" dir="ltr">The ticket progress dashboard displays data for tickets created during the
last 30 days.</li>
<li class="li" dir="ltr">Tickets that entered a queue and haven’t been updated since, might not
appear in the list of current tickets in standard and custom queues.</li>
<li class="li" dir="ltr">The real-time monitoring dashboards are read-only. You can't customize the
dashboards beyond applying filters and drilling into data. Customization is planned
for a future update. </li>
<li class="li" dir="ltr">Certain filter options might be limited to the agent attributes in the
dashboard. These filters can be identified with a tooltip indicating when that is
the case. For example, groups on the ticket progress dashboard, agents in the agent
efficiency dashboard.</li>
<li class="li" dir="ltr">Data retention for these dashboards are subject to change depending
on performance and scalability:<ul class="ul" id="real-time_limitations__ul_i4b_tbj_qhc">
<li class="li" dir="ltr">The ticket progress dashboard reports on activity related to
tickets created in the past seven days.</li>
<li class="li" dir="ltr">The agent efficiency dashboard reports on tickets created in
the past 30 days.</li>
<li class="li" dir="ltr">The agent productivity dashboard reports on all used capacity,
regardless of the assignment time.</li>
</ul>
</li>
<li class="li" dir="ltr">SLA reports are only applicable to accounts with one or more policies
enabled. </li>
<li class="li" dir="ltr">KPIs and tables have a refresh rate of 20 seconds. Charts showing data
over the last several hours or days have a refresh rate of one minute.</li>
<li class="li" dir="ltr">Tables are limited to 100 rows of data, while drill-in tables are limited
to 500 rows. </li>
<li class="li" dir="ltr">If no maximum capacity is assigned to an agent, no data will be shown in
the capacity used KPIs in the agent availability dashboards for customers with
omnichannel routing enabled.</li>
<li class="li" dir="ltr">The agent capacity is not displayed if the agent name filter is selected
and an agent name contains special characters.</li>
<li class="li" dir="ltr">If an agent initiates a call from an email ticket, this will use the
agent's voice capacity. However, this will be shown in the drill-in for the agent
used capacity for voice as an email ticket. Therefore, there might be instances
where not all capacity in use for voice is shown by only filtering for Voice under
the channel type filter.</li>
<li class="li" dir="ltr">When you refresh a dashboard, the table sorting configuration is also reset.
</li>
<li class="li" dir="ltr">For agent efficiency metrics, proactive agent messages do not count as a
reply within the agent reply time metric. Therefore, this may result in a zero
metric value.</li>
<li class="li" dir="ltr">For agent efficiency metrics, actions done on the ticket while it was not
actively assigned to an agent do not count towards that agent. For example, replies
made or tickets solved which are not already assigned to the agent will not count
towards the metrics.</li>
<li class="li" dir="ltr">Tickets that are marked as solved and retrospectively assigned will not
count towards agents solved tickets in the Agent efficiency dashboard. </li>
<li class="li" dir="ltr">Agent efficiency metrics are only calculated on active tickets, meaning
tickets that are in an open state. Metric calculation is paused when tickets go into
the pending or on-hold state. </li>
<li class="li" dir="ltr">On the customer wait times dashboard, metrics are calculated only on new,
open, pending, and solved tickets.</li>
<li class="li" dir="ltr">It might take up to 24 hours for a dashboard reporting on custom queues to
appear in your account after creating your first custom queue.</li>
<li class="li" dir="ltr">Real-time monitoring does not report on deleted agents or deleted and
closed tickets.</li>
<li class="li" dir="ltr">Agent names are not decipherable for accounts with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5043582015898" target="_blank">advanced encryption add-on</a> turned on.</li>
<li class="li">Voice reports only show data from phone-inbound, callbacks and group transfers in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204180217498#topic_yg3_bb3_2fc" target="_blank">engagements</a>. Phone-outbound,
consultations, and voicemail are not currently supported.</li>
<li class="li">If you've recently turned on omnichannel routing, it might take up to 24 hours
before the dashboard becomes available.</li>
</ul>
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