Roadmap for the real time monitoring dashboards

We’re excited you’ve signed up for this EAP and wanted to give you an idea of what to expect over the period leading up to the general release. There are three phases:

Open EAP

In this release, we open up the new dashboards to all customers who sign up for the EAP. Throughout the open EAP, we’ll be responding to feedback, adding new features, and updating the documentation.

Limitations in this release: 

• Dashboard customization is not available.

General availability (GA)

The dashboards will be available to all customers with Professional or above suite plans.

Post-GA

After the initial GA, we’ll continue to update the real-time monitoring dashboards on a regular basis. Look out for announcements.

Feature roadmap

Here are the features that will be available in the real-time monitoring dashboards now, and in the future:

Open EAP, GA, and post-GA

Open EAP

• Three dashboards available: incoming tickets, ticket progress and agent productivity. 
• Drill-in for real-time and recent history data
• Multi-filtering for real-time and recent historical data
• Recent historical data included in ticket progress dashboards (partial)
• Voice support

GA and post-GA

• Real-time Monitoring Home section
• Recent historical data included in all dashboards
• Filter bookmarking
• Sharing dashboards
• Group-based permissions

Post-GA only

• Dashboard customization
• Dashboard cloning
• Advanced time filtering
• Alerting and notifications
• QA and WFM metrics
• AI agents
• Copilot data inclusion
• Advanced Voice (Zendesk for Contact Center) data inclusion
• SLA reporting
• AI insights
• Natural language querying
• Custom ticket field reporting
• Ability to change agent state from dashboard
• Brand-based permissions