Zendesk Explore: Live Omnichannel Queues Reporting
What is the new live omnichannel queues reporting feature in Zendesk Explore?
The new live omnichannel queues reporting feature in Zendesk Explore provides real-time insights into your custom omnichannel queues. This feature allows you to create a dashboard that displays live data on how work is being routed through your custom queues. It helps you understand the volume of work awaiting available agents and the average time work items spend in each queue. You can view basic data such as queue name, queue order, work in the queue, primary groups serving the queue, and average time work items spend in the queue spread by channel. For more details, check out theoriginal announcement.
More related questions
How does the live omnichannel queues reporting feature affect me?
The live omnichannel queues reporting feature affects you by providing real-time insights into your custom omnichannel queues, helping you manage and understand their performance better. If you have omnichannel routing (OCR) turned on and have…
Do I need to take any action to use the new live omnichannel queues reporting feature?
No action is required from you to use the new live omnichannel queues reporting feature. This update is automatically rolling out to all eligible Explore accounts. You can start using the feature as soon as it becomes available in your account.
What data can I view with the live omnichannel queues reporting feature?
With the live omnichannel queues reporting feature, you can view basic data about your omnichannel routing (OCR) queues. This includes the queue name, queue order, work in the queue, primary groups serving the queue, and the average time work items…
How can I filter data in the live omnichannel queues reporting feature?
In the live omnichannel queues reporting feature, you can filter data by primary groups and queue name. This allows you to narrow down the information to specific queues or groups, providing more targeted insights into your queue performance.
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