Why does the Explore live dashboard show 0 Chat agents when filtering by Chat department?

Question

On the Explore live dashboard, the Agents online live metric for Zendesk Chat shows 0 when I filter by Chat department, but I know there are Chat agents online. Why is this happening?

Answer

When this happens, it means you have not enabled the Zendesk Agent Workspace and haven’t yet migrated from using Chat departments to groups.

For more information, see this article: Managing agent groups in the Zendesk Agent Workspace.