Accessing the real-time monitoring dashboards

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<p id="docs-hc-snippet" style="display: none;">The real-time dashboards are found on the real-time monitoring home page of Zendesk analytics.</p>
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<p id="docs-ai-summary-content">Access real-time monitoring dashboards to track key metrics like ticket queue, agent availability, and average handle time. Use these dashboards to view incoming tickets, ticket progress, and agent productivity. Navigate through detailed reports and drill into specific data points for deeper insights. Customize your view by hiding or showing filters, and explore further details by clicking on hyperlinks within the reports.</p>
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<p class="p" dir="ltr">The real-time dashboards are found on the real-time monitoring home page of
Zendesk analytics.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="real-time_dashboards__ul_pjl_c45_tgc">
<li class="li"><a class="xref" href="#topic_pnw_c45_tgc">Accessing the real-time monitoring home page</a></li>
<li class="li"><a class="xref" href="#topic_on2_d45_tgc">Accessing the real-time monitoring dashboards</a></li>
<li class="li"><a class="xref" href="#topic_jqh_k5z_tgc">Tips for using the real-time dashboards</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pnw_c45_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the real-time monitoring home page</h2>
<div class="body">
<p class="p" dir="ltr"><strong class="ph b">To access the real-time monitoring home page</strong></p>
<ol class="ol" id="topic_pnw_c45_tgc__ol_mjr_nd5_tgc">
<li class="li" dir="ltr">Click the Zendesk products menu in the top bar, then select
<strong class="ph b">Analytics</strong>.<p class="p"><img class="image" id="topic_pnw_c45_tgc__image_qtr_msz_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_19.png"></p>
<p class="p">Analytics opens to the dashboards library
page.</p>
</li>
<li class="li" dir="ltr">Click the real-time monitoring home icon (<img class="image" id="topic_pnw_c45_tgc__image_mgj_byz_tgc" 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.</p>
<p class="p"><img class="image" id="topic_pnw_c45_tgc__image_bcw_dqk_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zra_rob_22.png" width="800"></p>
<div class="p" dir="ltr">The real-time
monitoring home page contains links to the real-time monitoring dashboards
and the following summary reports:<ul class="ul" id="topic_pnw_c45_tgc__ul_gb4_1lh_phc">
<li class="li" dir="ltr">
<strong class="ph b">Tickets in queue:</strong> Displays the number of email,
messaging, and voice tickets that are currently in the queue.</li>
<li class="li" dir="ltr">
<strong class="ph b">Open tickets - Last 24 hours:</strong> Displays the number
of email, messaging, and voice tickets that are in the open ticket
status over the last 24 hours.</li>
<li class="li" dir="ltr">
<strong class="ph b">Agents available:</strong> Displays the number of email,
messaging, and voice agents who are currently online and
available.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. time to assignment - Last 24 hours:</strong> The
average time between when email, messaging, and voice tickets were
created and the first time they were assigned to an agent over the
last 24 hours.</li>
<li class="li" dir="ltr">
<strong class="ph b">Solved tickets - Last 24 hours:</strong> Displays the number
of solved email, messaging, and voice tickets over the last 24
hours.</li>
<li class="li" dir="ltr">
<strong class="ph b">Avg. full resolution time - Last 24 hours:</strong> The
average time, from start to finish, that a customer was connected
with an agent using email, messaging, or voice. This metric only
counts duration whilst the ticket is in an open or pending
state.</li>
</ul>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_on2_d45_tgc">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the real-time monitoring dashboards</h2>
<div class="body">
<p class="p" dir="ltr">After you’ve accessed the real-time monitoring home page, you can open any
of the real-time monitoring dashboards.</p>
<p class="p" dir="ltr"><strong class="ph b">To open the real-time dashboards</strong></p>
<ul class="ul" id="topic_on2_d45_tgc__ul_qjr_nd5_tgc">
<li class="li" dir="ltr">On the real-time monitoring home page, click <strong class="ph b">View</strong> for one of
the following dashboards to open it:<ul class="ul" id="topic_on2_d45_tgc__ul_rjr_nd5_tgc">
<li class="li" dir="ltr">Incoming tickets</li>
<li class="li" dir="ltr">Ticket progress</li>
<li class="li" dir="ltr">Agent productivity</li>
</ul>
<p class="p">The selected dashboard opens and is ready to use. This example shows the
Agent availability tab in the Incoming tickets dashboard.</p>
<img class="image" id="topic_on2_d45_tgc__image_zmy_35k_vgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zra_rob_27.png" width="800">
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jqh_k5z_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Tips for using the real-time dashboards</h2>
<div class="body">
<p class="p">Use the following tips to help you navigate the real-time dashboards:</p>
<ul class="ul" id="topic_jqh_k5z_tgc__ul_hty_m5z_tgc">
<li class="li">Many of the reports are longer than a single page. Scroll down to see all of the
reports.</li>
<li class="li">Many of the tables contain a large number of columns. You might need to scroll
horizontally to see all of the information. </li>
<li class="li">If an item in a report is shown as a blue hyperlink, you can click it to drill
into further information. For example, click the number above New tickets in the
ticket progress dashboard to see a detailed list of all of your tickets with a
status of New.<p class="p"><img class="image" id="topic_jqh_k5z_tgc__image_nz3_jyz_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_dashboards-55.png"></p>
</li>
<li class="li">From the drill-in page of any dashboard, you can click the ticket ID to open
that ticket in Support or the agent name to open the agent's profile.</li>
<li class="li">In any dashboard, you can hide or show the filters by clicking the filter icon
(<img class="image" id="topic_jqh_k5z_tgc__image_gjz_tyz_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/real-time_dashboards-filt.png" width="25">).</li>
</ul>
</div>
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