What is the live dashboard?
Explore, Zendesk’s reporting module, has a prebuilt live dashboard that displays important information about your Zendesk products in real time, in one place.
Who has access to this dashboard?
Professional Plan customers can view the dashboard, but if you’re on an Enterprise Plan, then you get to share it, schedule it, or clone it to make your own customized version of it – just like you can with other dashboards.
What do you get to see in this dashboard?
Support Reports:
New tickets (30 min), Open tickets (30 min), tickets created and solved per hour, agents online, agents offline, solved tickets (30 min), today’s satisfaction.
*The support reports can be filtered by Ticket Group or Ticket Brand, and you can only use one of these filters at a time.
Messaging Reports:
Conversations in queue, active conversations, tickets created and solved per hour, agents online, agents away, today’s satisfaction, average time in queue, longest time in queue.
Chat Reports:
Active chats, chats in queue, charts started and complete per hour, agents online, agents away, satisfaction, average wait time, longest reply time.
Talk Reports:
Calls in queue, ongoing calls, calls started and completed per hour, agents online, agents away, average wait time, longest reply time.
How does a live dashboard benefit you?
You can never change what happened hours later, but with your live data dashboard you can make on the fly changes to optimize your satisfaction and end user experience.
Overall, having access to live data is always a good thing, it allows you to be more agile. Check out your dashboard if you have a Professional or Enterprise plan and see for yourself.