Troubleshooting Agent Status Drill-Down Issues
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 number is below 100, you should be able to see the list of agents when you drill into the metric.
For those using omnichannel routing, consider using the Zendesk Omnichannel: Agent state dashboard to get insights into how your agents are spending their time. This can provide a more comprehensive view of agent activities and statuses. For more details, check out theoriginal Zendesk help article.
More related questions
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 analyze…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
