How to View Agent Live Status - Frequently asked questions
Discover solutions to common issues with viewing agent live status in Zendesk. Explore FAQs to troubleshoot and understand drill-in limitations.
Frequently asked questions
Why can't I see my agents' live status when drilling into metrics?
If you're unable to see a list of agents when drilling into a live agent status metric, it might be because there are more than 100 agents. To resolve this, use dashboard filters to reduce the number of agents reflected in the live metric. Once the…
How can I view a list of agents in a live status metric?
To view a list of agents in a live status metric, ensure the number of agents is below 100 by using dashboard filters. This allows you to drill into the metric and see the detailed list of agents. If you're managing a large team, consider…
What should I do if I have more than 100 agents in a live metric?
If you have more than 100 agents in a live metric, you won't be able to see the list of agents when drilling into the metric. To fix this, apply dashboard filters to reduce the number of agents to below 100. By filtering, you can manage and…
Can I use the Zendesk Omnichannel dashboard for agent status?
Yes, if you're using omnichannel routing, the Zendesk Omnichannel: Agent state dashboard is a great tool to understand how your agents are spending their time. It provides insights into agent activities and statuses across different channels. This…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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