About real-time monitoring dashboards

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<p id="docs-hc-snippet" style="display: none;">Real-time monitoring dashboards build on the capabilities of the analytics dashboards you already use in Zendesk to add the following capabilities:</p>
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<p id="docs-ai-summary-content">Real-time monitoring dashboards focus on service workflows and agent tasks, offering real-time reports and recent historical data up to 30 days. They include three dashboards: incoming tickets, ticket progress, and agent productivity, each with multi-filtering and drill-in features. These dashboards help you track queue backlogs, task progress, and agent performance across channels, supporting immediate decision-making and trend identification.</p>
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<p class="p">Real-time monitoring dashboards build on the capabilities of the analytics dashboards you
already use in Zendesk to add the following capabilities:</p>
<ul class="ul" id="real-time_home__ul_lfq_ywy_tgc">
<li class="li" dir="ltr">Dashboards are based on use cases rather than channels to more accurately
reflect common service workflows and agents' day-to-day tasks.</li>
<li class="li" dir="ltr">Real-time reports provide the necessary context to make immediate
decisions.</li>
<li class="li" dir="ltr">Recent historical data is available for many reports to help you identify
trends up to 30 days in the past.</li>
</ul>
<p class="p">There are three dashboards, each with extensive multi-filtering and drill-in capabilities
across all components on the dashboard.</p>
<ul class="ul" id="real-time_home__ul_mfq_ywy_tgc">
<li class="li" dir="ltr">
<strong class="ph b">Incoming tickets:</strong> Comprehensive reporting on your queue backlog
with detailed drill-in (requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a>).</li>
<li class="li" dir="ltr">
<strong class="ph b">Ticket progress:</strong> Details about in-progress and recently completed
tasks in your agent backlog.</li>
<li class="li">
<strong class="ph b">Agent productivity:</strong> An overview of how your agents and groups of agents are
performing across channels.</li>
</ul>
<p class="p" dir="ltr">These reports can be found on the <em class="ph i">Real-time monitoring home</em> page
available from Analytics in the Zendesk products menu.</p>
<p class="p"><img class="image" id="real-time_home__image_bcw_dqk_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zra_rob_22.png" width="800"></p>
<p class="p">The three dashboards feature multi-filtering and drill-in capabilities across all
components on the dashboard.</p>
<p class="p">You can read more about the real-time monitoring dashboards in the following
articles:</p>
<ul class="ul" id="real-time_home__ul_lc4_345_tgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757102346010-Accessing-the-real-time-monitoring-dashboards" target="_blank">Accessing the real-time monitoring
dashboards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103190810-Using-the-incoming-tickets-real-time-dashboard" target="_blank">Using the incoming tickets real-time
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103543194-Using-the-ticket-progress-real-time-dashboard" target="_blank">Using the ticket progress real-time
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757103842458-Using-the-agent-productivity-real-time-dashboard" target="_blank">Using the agent productivity real-time
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757283591066-Sharing-real-time-monitoring-dashboards" target="_blank">Sharing real-time monitoring
dashboards</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757137259546-Understanding-real-time-dashboard-limitations" target="_blank">Understanding real-time dashboard
limitations</a></li>
</ul>
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