Differences in Zendesk Dashboards for Routing Users
What are the differences between the dashboards for omnichannel routing and non-routing users?
The dashboards for omnichannel routing and non-routing users differ in the information they provide about agent states.
For users without omnichannel routing, the dashboard focuses on channel-specific states. In contrast, the dashboard for omnichannel routing users includes additional information about unified and custom states. This means that omnichannel routing users can see a more comprehensive view of agent activity across all channels, including custom states that are mapped to specific channels.
More related questions
How do I access the Zendesk omnichannel agent state and activity dashboard?
To access the Zendesk omnichannel agent state and activity dashboard, navigate to the Dashboards library in Explore. Once you're in Explore, click the Dashboard icon in the left sidebar. From there, you can select the appropriate dashboard based on…
What information can I find on the Summary tab of the Zendesk dashboard?
The Summary tab on the Zendesk dashboard provides an overview of agent states over a specified period. You can filter the reports by Date, Channel, Group, Agent name, and Agent state. The tab displays headline metrics such as Online time, Offline…
How can I customize the Zendesk agent state and activity dashboard?
You can customize the Zendesk agent state and activity dashboard by cloning it and tailoring it to your specific needs. If the prebuilt dashboard doesn't meet your requirements, you have the option to clone it and make adjustments to better fit…
What is the purpose of the State Detail tab in the Zendesk dashboard?
The State Detail tab in the Zendesk dashboard provides a deeper look into how agents spend their time. This tab contains a report that allows you to filter by Date, Channel, Group, Agent name, and Agent state. It shows the total time each agent…
How does the Assigned Work tab help in analyzing agent performance?
The Assigned Work tab provides insights into the average work items assigned to agents and their acceptance rates. This tab includes reports on the average work items assigned to agents while online, as well as the maximum and minimum capacity used…
How can I filter reports on the Zendesk dashboard?
You can filter reports on the Zendesk dashboard by Date, Channel, Group, Agent name, and Agent state. When using the dashboard, it's important to apply filters correctly to avoid data duplication. For instance, if you filter only by agent, data…
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