Using the agent productivity real-time dashboard

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<p id="docs-hc-snippet" style="display: none;">The agent productivity dashboard gives you an overview of how your agents and groups of agents are performing. In any dashboard, you can hide or show the filters by clicking the filter icon (). You can click on any agent to navigate to their agent profile from the dashboard.</p>
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<p id="docs-ai-summary-content">The agent productivity real-time dashboard helps you monitor agent performance and efficiency. It includes tabs for agent availability, efficiency, and productivity by brand and group. You can filter reports by various criteria like brand and channel. Use this tool to track metrics such as first reply time, handle time, and tickets solved, aiding in workload management and performance assessment.</p>
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<div class="body">

<p class="p" dir="ltr">The agent productivity dashboard gives you an overview of how your agents and
groups of agents are performing. In any dashboard, you can hide or show the filters by
clicking the filter icon (<img class="image" id="real-time_agent_productivity__image_hzc_s1j_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_dashboards-filt.png" width="20">). You can click on any agent to navigate to
their agent profile from the dashboard.</p>
<p class="p" dir="ltr">This dashboard contains the following tabs:</p>
<ul class="ul" id="real-time_agent_productivity__ul_tsb_p4h_phc">
<li class="li" dir="ltr"><a class="xref" href="#topic_kxm_dph_phc">Agent availability</a></li>
<li class="li"><a class="xref" href="#topic_srf_1ph_phc">Agent efficiency</a></li>
<li class="li"><a class="xref" href="#topic_ilf_w4h_phc">Agent productivity by brand</a></li>
<li class="li"><a class="xref" href="#topic_fr3_t4h_phc">Agent productivity by group</a></li>
<li class="li"><a class="xref" href="#topic_vcc_mss_fjc">Agent adherence</a></li>
<li class="li"><a class="xref" href="#topic_qpw_fd4_bjc">Saving your dashboard filter selections</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kxm_dph_phc">
<h2 class="title topictitle2" id="ariaid-title2">Agent availability</h2>
<div class="body">
<p class="p" dir="ltr">This tab gives you information about your agent’s capacity and
availability. The reports can be filtered by brand, group, agent, agent status,
channel type, channel and time-agent activity.</p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> The time-agent activity filter only applies to recent history reports.</div>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_kxm_dph_phc__image_ysz_4t3_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zra_rob_27.png" width="800"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_kxm_dph_phc__ul_wsb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Agents available for email:</strong> The number of agents that are
available for email support. You can drill into this report to see more details
about the available agents.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent capacity for email:</strong> A pie chart showing the percentage
used capacity. You can use this to infer their spare capacity.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agents available for messaging:</strong> The number of agents that are
available for messaging support. You can drill into this report to see more
details about the available agents.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent capacity for messaging:</strong> A pie chart showing the
percentage used capacity. You can use this to infer their spare capacity.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agents available for voice:</strong> The number of agents that are
available for voice support. You can drill into this report to see more details
about the available agents.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent capacity for voice:</strong> A pie chart showing the percentage of
agents who are already using the voice channel, and how many are available for
voice support.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent statuses:</strong> A detailed breakdown of your agents showing
their status for each channel, email, messaging, and voice. You can click any
value under Number of agents to drill-in and see the agents with that
status.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent availability and capacity:</strong> A detailed breakdown of your
agents’ statuses alongside their ticket assignment. You can click the number of
tickets assigned to see further detail on the work items assigned.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent availability and capacity in use by group:</strong> Similar to the
agent availability and capacities report, this table provides an overview by
group on agents availability alongside work item assignment. You can click any
of the numeric values to drill in to further details.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_kxm_dph_phc__ul_xsb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Agents available:</strong> The number of agents that are available for
email, messaging and voice support over a selected period of time. You can drill
into this report to see more details about the available agents at that
particular point in time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent capacity used:</strong> The count of agents used capacity over
time across email, messaging and voice over a selected period of time. You can
drill into this report to see more details about the tickets assigned to the
agents at that particular point in time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Top 10 agents with most recent status change:</strong> This timeline
view shows 10 of your agents' most recent status changes and the duration they
were in that status for. On hover, you can see the start and end date for the
status. </li>
</ul>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> The pie charts represent used capacity against total maximum capacity. The used
capacity is the number of tickets assigned to agents. Supervisors can use these
pie charts to gauge how busy their agents are.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_srf_1ph_phc">
<h2 class="title topictitle2" id="ariaid-title3">Agent efficiency</h2>
<div class="body">
<p class="p" dir="ltr">This tab provides detailed information on your agent’s productivity and
performance across all channels. Supervisors can use this information to understand
how well agents are managing their workload, responsiveness, and efficiency. The
reports can be filtered by brand, group, agent, channel type, channel, and ticket
assigned time.</p>
<p class="p" dir="ltr">The agent efficiency metrics are based on agent engagement data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204180217498" target="_blank">Metrics and attributes for omnichannel engagement</a>. If a
ticket is assigned to an agent multiple times during it's lifecycle, each assignment
will be shown separately in the agent efficiency reports.</p>
<p class="p" dir="ltr"><img class="image" id="topic_srf_1ph_phc__image_r2f_rt3_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tgif.png" width="800"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_srf_1ph_phc__ul_atb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Avg. first reply time for email:</strong> The average time between when
an email ticket is assigned to an agent until the agent’s first public
response.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. agent reply time for email:</strong> The average time it takes an
agent to respond between each customer interaction for an email.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. handle time for email:</strong> The average time, from start to
finish, that a customer was connected with an agent using email. This metric
only counts duration whilst the ticket is in an open or pending state.</li>
<li class="li" dir="ltr">
<strong class="ph b">Email tickets solved:</strong> The number of email tickets solved by the
agent during the time period you selected. Tickets that were solved without an
active assignee are not counted, as they can't be used to measure an agent's
efficiency.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. first reply time for messaging:</strong> The average time between
when a messaging ticket is assigned to an agent until the agent’s first public
response.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. agent reply time for messaging:</strong> The average time it takes
an agent to respond between each customer interaction for a message. This metric
only counts duration whilst the ticket is in an open or pending state.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. handle time for messaging:</strong> The average time, from start to
finish, that a customer was connected with an agent using messaging.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging tickets solved:</strong> The number of messaging tickets
solved during the time period you selected. Tickets that were solved without an
active assignee are not counted, as they can't be used to measure an agent's
efficiency.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. ringing time:</strong> The average time between when a voice ticket
is assigned to an agent until the agent’s first public response.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. hold time:</strong> The average time it takes an agent to respond
between each customer interaction for a call. This metric only counts duration
whilst the ticket is in an open or pending state.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. handle time:</strong> The average time, from start to finish, that
a customer was connected with an agent using voice.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved for voice:</strong> The number of voice tickets solved by
their assignee during the time period you selected. Tickets that were solved
without an active assignee are not counted, as they can't be used to measure an
agent's efficiency.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent efficiency:</strong> A table showing, for each agent, data that
can help you determine the efficiency of the agent, such as the number of
tickets solved and first reply time of individual agents.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_srf_1ph_phc__ul_btb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Average agent first reply and ringing time</strong>: The average time
between when an email or messaging ticket is assigned to an agent until the
agent’s first public response over a selected time period. For voice, this
calculates the average time between when a voice ticket is assigned to an agent
until the agent’s first public response over a selected time period.</li>
<li class="li" dir="ltr">
<strong class="ph b">Average agent reply and hold time</strong>: The average time it takes an
agent to respond between each customer interaction for a message or email over a
selected time period. For voice, this calculates the average time it takes an
agent to respond between each customer interaction for a call over a selected
time period.<p class="p" dir="ltr">These metrics only count duration whilst the ticket is
in an open or pending state.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Average handle time: </strong>The average time, from start to finish,
that a customer was connected with an agent using email or messaging over a
selected time period. For voice, this calculates the average time, from start to
finish, that a customer was connected with an agent using voice over a selected
time period.<p class="p" dir="ltr">This metric only counts duration whilst the ticket is
in an open or pending state.</p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved: </strong>The number of email,messaging or voice tickets
solved by the agent during the time period you selected. </li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Agent leaderboard</strong></p>
<p class="p" dir="ltr">A collection of recent history reports that compare your agents’
performance. You can click the arrow next to a report's columns to sort into
ascending or descending order. For example, you could sort the email tickets solved
report to display the agent who solved the most tickets, or the agent who solved the
least.</p>
<p class="p" dir="ltr"><img class="image" id="topic_srf_1ph_phc__image_snk_5t3_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_25.png" width="800"></p>
<p class="p" dir="ltr">The following reports are available:</p>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_srf_1ph_phc__ul_ftb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">First reply time for email:</strong> List of agents by the average time
it takes them to first respond publicly on an assigned email ticket.</li>
<li class="li" dir="ltr">
<strong class="ph b">Reply time for email:</strong> List of agents by their average response
time to customer email tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Handle time for email:</strong> List of agents by the average time spent
handling email tickets from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved for email:</strong> List of agents by the number of email
tickets solved.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply time for messaging first reply time:</strong> List of agents
by the average time it takes them to first respond publicly on an assigned
messaging ticket.</li>
<li class="li" dir="ltr">
<strong class="ph b">Reply time for messaging:</strong> List of agents by their average
response time on customer messaging tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Handle time for messaging:</strong> List of agents by the average time
spent handling each messaging interaction from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging tickets solved:</strong> List of agents by the number of
messaging tickets solved.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ringing time for voice:</strong> List of agents by the average time it
takes them to first respond to a call.</li>
<li class="li" dir="ltr">
<strong class="ph b">Hold time for voice:</strong> List of agents by their average time with
customers on hold.</li>
<li class="li" dir="ltr">
<strong class="ph b">Handle time for voice:</strong> List of agents by the average time spent
handling each call interaction from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved for voice:</strong> List of agents by the number of voice
tickets solved.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ilf_w4h_phc">
<h2 class="title topictitle2" id="ariaid-title4">Agent productivity by brand</h2>
<div class="body">
<p class="p" dir="ltr">For each of your brands, this tab gives you information about your agent’s
capacity and availability alongside their performance. These reports can be filtered
by brand, group, agent, agent status, channel type, channel, time- agent activity
and ticket assigned. </p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> When applying the time filter, this will display agent activity on tickets
that were assigned to the agent in that period. </div>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_ilf_w4h_phc__image_gvy_vt3_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_13.png" width="800"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_ilf_w4h_phc__ul_itb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Agent availability and capacity in use by brand:</strong> For each of
your brands, displays the brand name, assigned tickets, and agents available and
capacity in use for email, messaging, and voice.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_ilf_w4h_phc__ul_jtb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Agents available:</strong> The number of agents that are available for
email, messaging and voice support over the time period selected. You can drill
into this report to see more details about the available agents at that
particular point in time..</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent capacity used:</strong> The count of agents used capacity over
time across email, messaging and voice. You can drill into this report to see
more details about the tickets assigned to the agents at that particular point
in time.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Brand leaderboard</strong></p>
<p class="p" dir="ltr">A collection of reports that compare your brand's recent history
performance. You can click the arrow next to a report's columns to sort into
ascending or descending order. For example, you could sort the email tickets solved
report to display the brands which solved the most tickets, or the brands which
solved the least.</p>
<ul class="ul" id="topic_ilf_w4h_phc__ul_ktb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">First reply time for email:</strong> List of brands by the average time
it takes agents to first respond publicly on an assigned email ticket.</li>
<li class="li" dir="ltr">
<strong class="ph b">Reply time for email</strong>: List of brands by their agents' average
response time to customers on email tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Handle time for email:</strong> List of brands by the average time their
agents spent handling email tickets from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved for email:</strong> List of brands with the number of
email tickets solved by each brand.</li>
<li class="li" dir="ltr">
<strong class="ph b">First reply time for messaging:</strong> List of brands by the average
time it takes agents to first respond publicly on an assigned messaging
ticket.</li>
<li class="li" dir="ltr">
<strong class="ph b">Reply time for messaging</strong>: List of brands by their agents'
average response time to customers on messaging tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Handle time for messaging</strong>: List of brands by the average time
their agents spent handling messaging tickets from assignment until
resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved for messaging:</strong> List of brands with the number of
messaging tickets solved by each brand.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ringing time for voice:</strong> List of brands showing the average time
before a call is answered.</li>
<li class="li" dir="ltr">
<strong class="ph b">Voice hold time:</strong> List of brands by their agents’ average time
with customers on hold.</li>
<li class="li" dir="ltr">
<strong class="ph b">Voice handle time:</strong> List of brands by their agents’ average time
spent handling each call interaction from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Tickets solved for voice:</strong> List of brands with the number of
voice tickets solved by each brand.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fr3_t4h_phc">
<h2 class="title topictitle2" id="ariaid-title5">Agent productivity by group</h2>
<div class="body">
<p class="p" dir="ltr">For each of your groups, this tab gives you information about your agents’
capacity and availability alongside their performance. These reports can be filtered
by brand, group, agent, agent status, channel type, channel, time- agent activity
and ticket assigned. </p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> When applying the time filter, this will display agent activity on tickets
that were assigned to the agent in that period.</div>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_fr3_t4h_phc__image_wyl_xt3_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_14.png" width="800"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_fr3_t4h_phc__ul_ntb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Agent availability and capacity in use by group:</strong> For each of
your groups, displays the group name, assigned tickets, and agents available and
capacity in use for email, messaging and voice.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_fr3_t4h_phc__ul_otb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Agents available:</strong> The number of agents that are available for
email, messaging and voice support over the time period selected. You can drill
into this report to see more details about the available agents at that
particular point in time.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agent capacity used:</strong> The count of agents’ used capacity over
time across email, messaging and voice. You can drill into this report to see
more details about the tickets assigned to the agents at that particular point
in time.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Group leaderboard: </strong></p>
<p class="p" dir="ltr">A collection of recent history reports that compare your group's
performance. You can click the arrow next to a report's columns to sort into
ascending or descending order. For example, you could sort the email tickets solved
report to display the group who solved the most tickets, or the group who solved the
least.</p>
<ul class="ul" id="topic_fr3_t4h_phc__ul_ptb_p4h_phc">
<li class="li" dir="ltr">
<strong class="ph b">Email first reply time:</strong> List of groups by the average time it
takes agents to first respond publicly on an assigned email ticket.</li>
<li class="li" dir="ltr">
<strong class="ph b">Email reply time</strong>: List of groups by their agents' average
response time to customers on email tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Email handle time:</strong> List of groups by the average time their
agents’ spent handling email tickets from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging first reply time:</strong> List of groups by the average time
it takes agents to first respond publicly on an assigned messaging ticket.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging reply time</strong>: List of groups by their agents' average
response time to customers on messaging tickets.</li>
<li class="li" dir="ltr">
<strong class="ph b">Messaging handle time</strong>: List of groups by the average time their
agents spent handling messaging tickets from assignment until resolution.</li>
<li class="li" dir="ltr">
<strong class="ph b">Ringing time for voice:</strong> List of groups showing the average time
before a call is answered.</li>
<li class="li" dir="ltr">
<strong class="ph b">Voice hold time:</strong> List of groups by their agents’ average time
with customers on hold.</li>
<li class="li" dir="ltr">
<strong class="ph b">Voice handle time:</strong> List of groups by their agents’ average time
spent handling each call interaction from assignment until resolution.</li>
<li class="li">
<strong class="ph b">Tickets solved for voice:</strong> List of groups with the number of voice tickets
solved for by each group.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_vcc_mss_fjc">
<h2 class="title topictitle2" id="ariaid-title6">Agent adherence</h2>
<div class="body">
<p class="p">This tab gives you information about whether agents are working according to their
planned schedules. The reports can be filtered by brand, group, team, location,
agent, agent status, activity, and adherence status. </p>
<p class="p">The filters are linked so, for example, if you select a group, then select agents,
only the agents in the group you selected are displayed. Additionally, you can use
the <strong class="ph b">Agents not scheduled</strong> switch to control whether only agents who have a
schedule to comply with or all agents within this view are displayed. </p>
<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_tdp_hns_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/adherence_new_1.png" width="200"></p>
<p class="p">WFM determines agent activity by monitoring work on tickets, attendance to general
tasks, or from agent status (if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978-Turning-on-unified-agent-status-synchronization-for-Zendesk-WFM" target="_blank">unified agent status</a> is turned on in WFM).
Whenever an agent's activity matches their scheduled workflow, general task, or
status, the agent is considered in adherence. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">About the Agent activity page</a>.</p>
<p class="p">To view this tab, you must be using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6514644101914" target="_blank">Zendesk WFM</a> and have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Explore admin or viewer access</a>,</p>
<p class="p">The agent adherence dashboard helps you:</p>
<ul class="ul" id="topic_vcc_mss_fjc__ul_tbt_yxh_5hc">
<li class="li">
<strong class="ph b">Monitor schedule compliance in real time</strong>: Spot which agents are not
following their planned schedules.</li>
<li class="li">
<strong class="ph b">Take corrective action quickly</strong>: Identify unplanned offline time or gaps
in activity before they impact service levels.</li>
<li class="li">
<strong class="ph b">Optimize resource allocation</strong>: Balance workloads across agents by tracking
who is available, who is working, and who might need coaching or
adjustments.</li>
<li class="li">
<strong class="ph b">Improve reporting and accountability</strong>: Use drill-down reports and activity
details for coaching conversations, compliance audits, or operational
reviews.</li>
</ul>
<p class="p">This tab contains the following reports:</p>
<ul class="ul" id="topic_vcc_mss_fjc__ul_gdh_q3v_whc">
<li class="li">
<strong class="ph b">Agent adherences:</strong> A pie chart displaying the number of agents in and out
of adherence. Click one of the chart sections to view each agent in or out of
adherence.<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_bd2_dkv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_502.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Top 10 agents by out of adherence duration:</strong> Displays the ten agents who
have been out of adherence for the longest time in the last 60 minutes. Red bars
indicate periods where an agent was out of adherence, while gray bars show when
they were in adherence. This view helps you quickly identify opportunities to
improve your agents’ overall performance and schedule adherence.<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_xgg_lkv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_503.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Agent activity and adherence:</strong><p class="p">In this table, you’ll find a detailed
table of all agents and their adherence status, including:</p>
<ul class="ul" id="topic_vcc_mss_fjc__ul_u5q_2yh_5hc">
<li class="li">
<strong class="ph b">Agent, Group, Brand, Teams, and Location</strong>: The agent’s name and
organizational attributes.</li>
<li class="li">
<strong class="ph b">Adherence status</strong>: Indicates whether the agent is in or out of
adherence.</li>
<li class="li">
<strong class="ph b">Activity</strong>: Current real-time status tracked in WFM, such as a
general task or a ticket workstream.</li>
<li class="li">
<strong class="ph b">Current ticket</strong>: If an agent is working on a ticket, you’ll see
the ticket ID and how long they’ve been on it.</li>
<li class="li">
<strong class="ph b">Activity duration</strong>: The length of time spent in the current
adherence status.</li>
<li class="li">
<strong class="ph b">Scheduled:</strong> Displays any scheduled agent activities.</li>
<li class="li">
<strong class="ph b">Mapped activity:</strong> Displays any mapped agent activities.</li>
</ul>
<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_tmr_b4s_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/adherence_new_2.png" width="700"></p>
</li>
</ul>
<p class="p">The following report is displayed if you are not using omnichannel routing:</p>
<ul class="ul" id="topic_vcc_mss_fjc__ul_uwt_djv_whc">
<li class="li">
<strong class="ph b">Clocked-in agents by activity:</strong> A pie chart showing the number agents
working on the following activities:<ul class="ul" id="topic_vcc_mss_fjc__ul_mtq_pjv_whc">
<li class="li">On a ticket</li>
<li class="li">In a paid <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7069811858586" target="_blank">general task</a>
</li>
<li class="li">In an unpaid general task</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__untracked_time" target="_blank">Untracked</a></li>
</ul>
<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_wx4_zjv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_501.png" width="350"></p>
</li>
</ul>
<p class="p">The following reports are displayed if you are using omnichannel routing:</p>
<ul class="ul" id="topic_vcc_mss_fjc__ul_n3q_fjv_whc">
<li class="li">
<strong class="ph b">Out of adherence: Offline:</strong> Displays the number of agents who are out of
adherence and currently offline.<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_fmc_2lv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_506.png" width="200"></p>
</li>
<li class="li">
<strong class="ph b">In adherence: Not on a ticket:</strong> Displays the number of agents who are in
adherence and are not working on a ticket.<p class="p"><img class="image" id="topic_vcc_mss_fjc__image_bj1_hlv_whc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_adherence_507.png" width="200"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_qpw_fd4_bjc">
<h2 class="title topictitle2" id="ariaid-title7">Saving your dashboard filter selections</h2>
<div class="body">
<p class="p">You can save dashboard filter selections so they persist when you reopen the
dashboard.</p>
<p class="p"><strong class="ph b">To save your dashboard filter selections</strong></p>
<ol class="ol" id="topic_qpw_fd4_bjc__ol_sqc_g24_bjc">
<li class="li">In any real-time monitoring dashboard, configure the filters as required.</li>
<li class="li">In your web browser, bookmark or copy the URL displayed for the dashboard.</li>
</ol>
<p class="p">Now, when you visit the URL you saved, the dashboard will open with the filters you
configured.</p>
</div>
</div>
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