Explore recipe: Reporting on custom omnichannel queue performance

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Suite

Enterprise or Enterprise Plus

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Explore Enterprise

Note: This recipe works only in the Explore beta dashboard builder.

If you’ve created custom omnichannel queues, you can create a dashboard that shows you live data on how work is being routed through your queues. This gives you an at-a-glance view of your queues, helping you understand how much work is awaiting available agents and how long work items spend in each queue on average.

This dashboard includes data on your custom queues only, not on the standard omnichannel routing queue.

This article contains the following topics:

• What you’ll need
• Creating the dashboard

Related articles:

• Understanding omnichannel routing queues
• Creating additional omnichannel routing queues

What you’ll need

Skill level: Beginner

Time required: 5 minutes

• Zendesk Explore Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Omnichannel routing (see Turning on omnichannel routing) with at least one custom queue (see Creating additional omnichannel routing queues)
• Ticket, messaging, or call data

Creating the dashboard

1. In Explore, click the Dashboard icon () in the left sidebar.
2. In the Dashboards library, click New dashboard > Use beta builder.
3. With Blank dashboard selected, click Select.
4. Click the plus icon (+) in the upper right and select Live data.
5. Search for and select Queues - List. The component is added to your dashboard and contains  the latest supported live metrics for columns.
6. Click the plus icon (+) in the upper right and select Live filter.
   You can read about the available live filters in this article.
7. Resize and rearrange the components as desired.
8. Click the pencil icon () in the upper left and give the dashboard a descriptive name, such as Custom omnichannel queue performance.
9. If you want to customize the table to show only selected columns you can remove or add columns by clicking the pencil icon () and selecting column visibility. You can remove columns by deselecting the tags or by opening the Order drop-down list and deselecting columns you don't want. You can add columns by opening the Order drop-down and selecting the columns you want. The column displaying the name of the queue cannot be removed.
10. Click Save.
11. Share the dashboard as needed.

When finished, your dashboard should look something like the following screenshot: