About real-time monitoring dashboards

Real-time monitoring dashboards enhance your analytics by focusing on use cases, offering immediate decision-making insights, and tracking trends up to seven days. Access three dashboards: Incoming Tickets for queue backlog, Ticket Progress for in-progress tasks, and Agent Productivity for performance across channels. Utilize multi-filtering and drill-in capabilities to gain a comprehensive view of your support operations.


Real-time monitoring dashboards build on the capabilities of the analytics dashboards you
already use in Zendesk to add the following capabilities:

Dashboards are based on use cases rather than channels to more accurately
reflect common service workflows and agents' day-to-day tasks.
Real-time reports provide the necessary context to make immediate
decisions.
Recent historical data is available for many reports to help you identify
trends up to seven days in the past.

There are three dashboards, each with extensive multi-filtering and drill-in capabilities
across all components on the dashboard.


Incoming tickets: Comprehensive reporting on your queue backlog
with detailed drill-in (requires omnichannel routing).

Ticket progress: Details about in-progress and recently completed
tasks in your agent backlog.

Agent productivity: An overview of how your agents and groups of agents are
performing across channels.

These reports can be found on the Real-time monitoring home page
available from Analytics in the Zendesk product tray.

The three dashboards feature multi-filtering and drill-in capabilities across all
components on the dashboard.
You can read more about the real-time monitoring dashboards in the following
articles:

Accessing the real-time monitoring
dashboards
Using the incoming tickets real-time
dashboard
Using the ticket progress real-time
dashboard
Using the agent productivity real-time
dashboard
Sharing real-time monitoring
dashboards
Understanding real-time dashboard
limitations