Viewing AI-powered insights in the real-time monitoring dashboards (EAP)

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<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Enhance your support operations with AI-powered insights in real-time monitoring dashboards. Discover top trending topics and recent anomalies across email, voice, and messaging channels. Access detailed analyses to stay informed about issues like ticket surges or reply time increases. This feature helps you manage support operations effectively by providing actionable insights and historical data on customer interactions.</p>
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<p id="docs-hc-snippet" style="display: none;">AI-powered insights enhance the real-time monitoring dashboards by including important information about your account right where you need it. You’ll find these insights on thereal-time monitoring home pagein Analytics. AI-powered insights help admins and supervisors stay on top of managing their support operations.</p>

<div class="body">
<p class="p" dir="ltr">AI-powered insights enhance the real-time monitoring dashboards by including
important information about your account right where you need it. You’ll find these
insights on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9757124462234" target="_blank">real-time monitoring home page</a> in Analytics.
AI-powered insights help admins and supervisors stay on top of managing their support
operations.</p>
<p class="p" dir="ltr"><img class="image" id="real-time_insights__image_jvc_qjj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm-insights-1.png" width="700"></p>
<p class="p" dir="ltr">The following insights are available in this EAP:</p>
<ul class="ul" id="real-time_insights__ul_usg_bjj_qhc">
<li class="li" dir="ltr">
<strong class="ph b">Top trending topics:</strong> Displays the top three trending topics.
Examples of a trending topic include reports of a delivery delay for a product or
reports of payment failures.</li>
<li class="li" dir="ltr">
<strong class="ph b">Monitoring highlights: </strong>Displays the last three anomalies detected
for the email, voice, and messaging channels. Examples of monitoring insights
include increases in ticket volume or a surge in first reply times.</li>
</ul>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="real-time_insights__ul_vsg_bjj_qhc">
<li class="li" dir="ltr"><a class="xref" href="#topic_h15_x2k_qhc">Accessing real-time monitoring insights</a></li>
<li class="li"><a class="xref" href="#topic_jmj_qyj_qhc">Viewing top trending topics</a></li>
<li class="li"><a class="xref" href="#topic_wqc_tyj_qhc">Viewing monitoring highlights</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_h15_x2k_qhc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing real-time monitoring insights</h2>
<div class="body">
<p class="p" dir="ltr">You access AI insights from the real-time monitoring home page.</p>
<p class="p" dir="ltr"><strong class="ph b">To access the real-time monitoring insights</strong></p>
<ol class="ol" id="topic_h15_x2k_qhc__ol_xsg_bjj_qhc">
<li class="li" dir="ltr">Click the <strong class="ph b">Zendesk products</strong> icon (<img class="image" id="topic_h15_x2k_qhc__image_py1_dkj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/products_icon2.png">) in the top bar, then select Analytics.<p class="p"><img class="image" id="topic_h15_x2k_qhc__image_p5p_zjj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm-insights-2.png" width="250"></p>
<p class="p">Analytics opens on the
dashboards library page.</p>
</li>
<li class="li" dir="ltr">Click the real-time monitoring home icon (<img class="image" id="topic_h15_x2k_qhc__image_vch_tjj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_icon.png" width="20">).<p class="p">The real-time monitoring home page
opens displaying the AI-powered insights panel.</p>
<p class="p"><img class="image" id="topic_h15_x2k_qhc__image_q2g_5s3_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar1.png" width="650"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jmj_qyj_qhc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing top trending topics</h2>
<div class="body">
<p class="p" dir="ltr">The Top trending topics panel displays the three most reported issues with
your support operations. From here, you can open a list of all trending topics.</p>
<p class="p" dir="ltr"><strong class="ph b">To view all trending topics</strong></p>
<ol class="ol" id="topic_jmj_qyj_qhc__ol_atg_bjj_qhc">
<li class="li" dir="ltr">On the real-time monitoring home page, click <strong class="ph b">View trending
topics</strong>. The trending topics page opens, where you can view all trending
and historical topics.<p class="p"><img class="image" id="topic_jmj_qyj_qhc__image_yys_3t3_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar2.png" width="750"></p>
</li>
<li class="li" dir="ltr">Click any issue shown in the left-hand panel to see more information
about it.</li>
<li class="li" dir="ltr">In the Ticket counts column of the Trending topics list, click a
ticket count to see all tickets under that topic and an AI-generated summary
that gives further details of the issues found within the topic.<p class="p"><img class="image" id="topic_jmj_qyj_qhc__image_vrv_mt3_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar3.png" width="700"></p>
</li>
</ol>
<p class="p" dir="ltr">You can filter the list of trending topics by brand, queue, group, channel,
or time period. You can select a time period ranging from 60 minutes to 24
hours.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_dls_42k_qhc">
<h3 class="title topictitle3" id="ariaid-title4">Trending topics availability and limitations</h3>
<div class="body">
<p class="p" dir="ltr">Trending topics are derived from Zendesk intelligent triage. To see
trending topics, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank">Intelligent triage</a> must be turned on. </p>
<p class="p">During the EAP, trending topics has the following limitations:</p>
<ul class="ul" id="topic_dls_42k_qhc__ul_ctg_bjj_qhc">
<li class="li" dir="ltr">Trending topics uses intelligent triage, available with Zendesk
Copilot. If intelligent triage is not enabled, you will see "No intents
detected" in the trending topics view.</li>
<li class="li" dir="ltr">You can choose trending topics only within a fixed window from the
last 60 minutes to the last 14 days.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wqc_tyj_qhc">
<h2 class="title topictitle2" id="ariaid-title5">Viewing monitoring highlights</h2>
<div class="body">
<p class="p" dir="ltr">The monitoring highlights panel displays the last three anomalies detected
for the email, voice, and messaging channels. When you click the panel, you can see
the last 20 anomalies that were reported.</p>
<p class="p" dir="ltr"><strong class="ph b">To display the anomalies page</strong></p>
<ol class="ol" id="topic_wqc_tyj_qhc__ol_etg_bjj_qhc">
<li class="li" dir="ltr">On the real-time reporting home page, click <strong class="ph b">Investigate</strong>.</li>
<li class="li" dir="ltr">Click any anomaly shown in the left-hand panel to see more information
about it.</li>
</ol>
<p class="p" dir="ltr"><img class="image" id="topic_wqc_tyj_qhc__image_cpy_tkj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm-insights-6.png" width="750"></p>
<p class="p" dir="ltr">The anomalies page contains the following sections:</p>
<ul class="ul" id="topic_wqc_tyj_qhc__ul_gtg_bjj_qhc">
<li class="li" dir="ltr">
<strong class="ph b">Past anomalies:</strong> Displays the last 20 detected anomalies. </li>
</ul>
<ul class="ul" id="topic_wqc_tyj_qhc__ul_htg_bjj_qhc">
<li class="li" dir="ltr">
<strong class="ph b">Anomaly summary:</strong> Displays an AI-generated summary of the
anomaly, including the metrics that led to the anomaly along with possible
underlying issues. </li>
<li class="li" dir="ltr">
<strong class="ph b">Monitoring:</strong> This section displays the following two widgets:
<ul class="ul" id="topic_wqc_tyj_qhc__ul_itg_bjj_qhc">
<li class="li" dir="ltr">The key metrics widget displays the value of the metrics and a
comparison with the historical average. </li>
<li class="li" dir="ltr">A metrics trend with a benchmark. Anomalies are indicated with
red dots. </li>
</ul>
</li>
<li class="li" dir="ltr">Trending topics at the time of the anomaly. At the time of anomaly, all
the tickets that were created and updated across the intents and topics. You can
drill in further on the intents. </li>
</ul>
<p class="p" dir="ltr">When you click a monitoring widget, a drill-in view opens where you can see
details of tickets. </p>
<p class="p" dir="ltr"><img class="image" id="topic_wqc_tyj_qhc__image_yby_wkj_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm-insights-7.png" width="750"></p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_jkj_vsv_bjc">
<h3 class="title topictitle3" id="ariaid-title6">Setting up notifications for anomalies</h3>
<div class="body">
<p class="p" dir="ltr">You can send anomaly alerts to Slack channels or email addresses to
help users know when there are problems.</p>
<p class="p"><strong class="ph b">To configure anomaly notifications</strong></p>
<ol class="ol" id="topic_jkj_vsv_bjc__ol_s5p_gtv_bjc">
<li class="li">In Analytics, click the <strong class="ph b">Settings</strong> icon (<img class="image" id="topic_jkj_vsv_bjc__image_f1n_m5v_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_admin_icon.png">) in the left sidebar.</li>
<li class="li">On the Notifications tab of the Settings page, configure the
following:<div class="p">For Slack notifications:<ul class="ul" id="topic_jkj_vsv_bjc__ul_cx4_kwv_bjc">
<li class="li">Make sure you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">installed and configured
Slack integration</a>.</li>
<li class="li">Select the <strong class="ph b">Slack</strong> checkbox.</li>
<li class="li">
<strong class="ph b">Choose workspace:</strong> Select the Slack workspace you want to
use to send notifications.</li>
<li class="li">
<strong class="ph b">Slack channel:</strong> Select one or more Slack channels that
will receive notifications. The channels must be part of the
Slack workspace you selected.</li>
</ul>
</div>
<p class="p">The selected Slack channels will now receive anomaly
notifications.</p>
<div class="p">For email notifications:<ul class="ul" id="topic_jkj_vsv_bjc__ul_gxt_kwv_bjc">
<li class="li">Select the <strong class="ph b">Email</strong> checkbox.</li>
<li class="li">
<strong class="ph b">Recipients:</strong> Choose who will receive email notifications.
Choose <strong class="ph b">Me only</strong>, or <strong class="ph b">Selected users or groups</strong>.</li>
<li class="li">To verify your settings, you can click <strong class="ph b">Send test</strong>.</li>
</ul>
</div>
</li>
</ol>
<p class="p"><img class="image" id="topic_jkj_vsv_bjc__image_q54_f53_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ar4.png" width="400"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ajh_tyj_qhc">
<h3 class="title topictitle3" id="ariaid-title7">Monitoring highlights availability &amp; limitations</h3>
<div class="body">
<p class="p">Anomaly detection is available for all real-time monitoring users. During the
EAP, the following limitations apply:</p>
<ul class="ul" id="topic_ajh_tyj_qhc__ul_ltg_bjj_qhc">
<li class="li" dir="ltr">If no anomaly has occurred in the past, no data will be
displayed.</li>
<li class="li" dir="ltr">Anomaly detection works on a fixed set of metrics. Zendesk does
not provide any customizations.</li>
<li class="li" dir="ltr">Supported channel types include email (API, contact form,
Support), messaging (native messaging, social messaging), and voice (inbound
phone calls and voicemail).</li>
<li class="li" dir="ltr">Customers can access the last 20 anomalies from the
dashboard.</li>
<li class="li" dir="ltr">Anomaly detection will start approximately seven days after an
account is added to the EAP.</li>
<li class="li" dir="ltr">For anomaly detection, we currently support email, voice, and
messaging channels with the following metrics:<ul class="ul" id="topic_ajh_tyj_qhc__ul_mtg_bjj_qhc">
<li class="li" dir="ltr">
<strong class="ph b">Email:</strong> Tickets created </li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging:</strong> Median first reply time (FRT) and ticket
created</li>
</ul>
</li>
</ul>
<p class="p"><strong class="ph b">Voice:</strong> Tickets created, unassigned tickets, median first assignment time
(FAT)</p>
</div>
</div>
</div>
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