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Browse every published guide in the ZenOps Help Center.

What ZenOps Realtime Does

ZenOps Realtime is a live operations workspace for teams that use Zendesk.

How Realtime Brings Queues, Agents, SLAs, And Topics Together

Realtime presents related support signals across several views so an operational change can be investigated from more than one angle.

For managers, team leads and operations stakeholders

Realtime Metrics And Definitions

Realtime metrics describe current queue demand, agent capacity, SLA outcomes, customer satisfaction, and ticket topics.

For evaluators and administrators

Roles And Access In ZenOps Realtime

Your ZenOps role and assigned permissions determine which Realtime pages and actions you can use.

For evaluators and administrators

What Data And Access You Need Before Setup

A first Realtime workspace needs a connected Zendesk account, a known monitoring scope, and users with suitable access.

For administrators and managers

Choose Your First Realtime Monitoring Workflow

Choose a small, repeatable operational check before expanding dashboard use.

For administrators

Plan A Realtime Rollout

Introduce Realtime in stages so each audience knows what to monitor and how to respond.

For administrators, managers and team leads

Accept An Invitation And Sign In

Use the invitation sent by your administrator to enter your ZenOps workspace.

For administrators

Manage Google And Microsoft Sign-In

Set company defaults for new invitations and choose sign-in methods for individual users.

For managers, team leads and operations stakeholders

Navigate The Realtime Dashboard

Find the main Realtime areas and choose the view that answers your operational question.

For managers, team leads and operations stakeholders

How To Use Dashboard Filters

Choose a Brand and Group scope or apply a saved view across Realtime reports.

For managers, team leads and operations stakeholders

Open And Pin The Realtime Sidebar

Reveal the navigation sidebar from the left edge or keep it open from the ZenOps logo.

For administrators

Connect And Verify Zendesk Data

Authorize the Zendesk account that supplies Realtime with support data and verify the first records.

For administrators

Configure Data Processing

Configure Zendesk webhooks, brand and SLA policy allowlists, and SLA and Talk polling.

For administrators and managers

Understand Brands, Groups, Markets, And BPO Vendors In Reports

Realtime can group and filter support metrics by business dimensions such as Brand, Group, Market, and BPO Vendor.

For administrators

Configure Group Mappings

Assign brands, markets, BPO vendors, and channels to enabled support groups for filtering and analytics.

For administrators

Configure Agent Mappings

Override inherited group attributes for agents whose assignments need more precise workforce attribution.

For administrators

Configure Field Mappings

Map Zendesk ticket fields and their values to the fields used in ZenOps Realtime.

For administrators

Assign Realtime Access To Your Team

Give the intended readers access to the Realtime pages and actions they need.

For administrators and managers

Investigate Missing Or Delayed Dashboard Data

A Realtime card, report, or drill-in is empty, stale, or differs from an expected Zendesk record.

For managers and team leads

Use The Overview To Spot Operational Risk

Scan the live command view and decide where to investigate first.

For managers and team leads

Read The Topline Metric Cards

The Overview cards summarize current queue demand, agent work, utilization, SLA, and satisfaction for the selected scope.

For managers and team leads

Group, Sort, And Expand Overview Reports

Compare Realtime metrics across the business dimension that matters to your decision.

For managers and team leads

How To Use Drill-In Across Reports

Use metric drill-ins across Realtime pages and understand the page, row, and channel scope carried into each detail view.

For managers and team leads

How To Drill Into Matrix

Open ticket or agent details behind a Matrix metric and check the scope of its drill-in.

For managers and team leads

Monitor Queue Load And Wait Time By Channel

Compare current waiting work across Messaging, Talk, and Support.

For managers and team leads

Analyze Ticket Volume By Brand And Channel

See where queued and assigned work is concentrated.

For managers and team leads

Investigate An Unexpected Queue Or Volume Change

A queue or volume value changes sharply or disagrees with the tickets you expect.

For managers and team leads

Monitor Agent Status, Workload, And Availability

See whether agents are online, what work they hold, and how much capacity remains.

For managers and team leads

Read Used Capacity, Available Capacity, And Utilization

Capacity metrics show how much eligible online agent capacity is occupied by work and how much remains free.

For managers and team leads

Filter And Compare Agents And Teams

Narrow Agent Overview to the people relevant to an operational question.

For managers and team leads

Review An Agent's Status Timeline

Inspect the order and timing of an agent’s recorded state changes.

For managers and team leads

Investigate An Agent Status Or Capacity Discrepancy

An agent’s visible status, work items, available capacity, or utilization looks different from expected.

For managers and team leads

Monitor Active SLA Tickets And Breaches

Find tickets with active SLA targets and identify current breaches.

For managers and team leads

Read Achieved Targets, Breached Targets, Breach Time, And Compliance

SLA outcome metrics summarize which evaluated targets were met, which were missed, and how late breached targets became.

For managers and team leads

Filter, Inspect, And Export SLA Targets

Find the SLA target records for a specific review and export the filtered list when needed.

For managers and team leads

Investigate An Unexpected SLA Result

An SLA card, row, or target status differs from the result you expected.

For managers and team leads

Explore Current Ticket Volume By Topic

See which topics make up the current ticket workload.

For managers and team leads

Compare Topic Share Over Time

See whether the mix of active ticket topics changed during the recent window.

For managers and team leads

Filter Topics By Status And Channel

Compare topic volume for waiting and assigned work or for a particular support channel.

For managers and team leads

Compare Topics Across Groups, Brands, Vendors, And Markets

Locate the teams or business areas handling a particular topic.

For managers and team leads

Investigate Tickets Without The Expected Topic

A ticket appears under No Topic or a different topic from the one you expect.

For managers and team leads

Read Satisfaction Scores In Realtime Reports

Satisfaction Score, also called CSAT, summarizes customer feedback for the report’s selected period and scope.

For managers and team leads

Drill Into The Tickets Behind A Satisfaction Metric

Inspect the ticket feedback represented by a satisfaction value.

For managers and team leads

Review Active Critical Alerts

Identify unresolved high-impact alerts that may need operational attention.

For managers and team leads

Validate An Alert Against Agent Status History

Check whether a staffing-related alert matches recorded agent state.

For managers and team leads

Acknowledge An Alert

Record that the operational team has seen an alert and begun or completed its review.

For managers and team leads

Review Alert History In Chronological And Paired Views

Trace when an alert triggered, recovered, and was acknowledged.

For administrators and managers

Create And Maintain Alert Rules

Configure a rule that watches an operational condition and raises an alert when its criteria are met.

For administrators and managers

Investigate An Alert That Did Not Appear Or Clear As Expected

An expected alert is absent, or an alert remains active after the visible condition changed.

For managers and team leads

Create And Update An Incident

Record an operational issue and keep its details current while the team responds.

For managers and team leads

Review And Resolve An Incident

Close an incident after the underlying operational issue has been addressed.

For managers and team leads

Review Active Incidents And Their History

See which operational issues remain open and what has already been done.

For administrators and managers

Create An Automation Rule

Define a rule that performs a configured action when its operational conditions are met.

For administrators and managers

Edit, Clone, Enable, Disable, Or Delete An Automation

Maintain an existing automation as the operational workflow changes.

For administrators and managers

Review Automation Execution History

Check whether an automation ran and what happened during its execution.

For administrators and managers

Investigate An Automation That Did Not Run As Expected

An automation did not execute, failed, or affected a different set of records from the intended scope.

For administrators

Change A User's Realtime Access

Update a person’s role or scope when their operational responsibility changes.

For managers and team leads

Save Or Reset Filters And Sorting Preferences

Keep a useful report view or return to a known scope.

For administrators and managers

Check Data Freshness Across Realtime Reports

Understand when the visible value was last updated before acting on it.

For administrators and managers

Use The Data Latency Page

Compare stream processing latency and webhook errors from the Data Latency page.

For everyone

What ZenOps Does

Understand the three ZenOps product groups and the work each addresses.

For evaluators and administrators

How ZenOps Products Fit Together

See how workforce, service, and administration products relate.

For evaluators and administrators

How To Review ZenOps Security Information

Find the Security page and current assurance materials in the Trust Center.

For everyone

How To Find ZenOps Privacy Information

Find the Privacy Policy and manage the Help Center support chat choice.

For everyone

How To Contact ZenOps Support

Open the support messenger from a Help Center page.

For everyone

What To Include In A Support Request

Gather the details that help support investigate a question or product issue.

For buyers and administrators

Understand Your ZenOps Quote

Understand what ZenOps product pricing covers and when to request a custom quote.

For buyers and administrators

How AI Usage Billing Works With BYOK

Compare ZenOps-provided OpenAI usage with bring-your-own-key billing.

For administrators with billing access

How To Manage Your Subscription And Payment Details

Review a ZenOps subscription and manage payment details through the billing portal.

For workspace administrators

How To Invite A User To Your Workspace

Invite a teammate and choose their role, allowed sign-in methods, and BPO access.

For workspace administrators

How To Manage User Roles And Access Scope

Review ZenOps roles and limit a BPO User to selected vendors and brands.

For workspace administrators with Logs access

How To Use The Logs Page

Filter workspace activity, inspect a log entry, and understand recorded outcomes.

For administrators with Integrations access

How To Check The Zendesk Integration Status

Confirm the Zendesk connection and check the latest data sync time.

For administrators with Integrations access

Resolve A Zendesk Integration Problem

Troubleshoot Zendesk authorization, subdomain, and sync status issues.

For administrators with Integrations access

Connect And Configure The Recharge Integration

Connect a Shopify store running Recharge, review its authorization, and add subscription evidence to QA evaluations.

For agents

How To View Your Schedule

Find your published shifts and activities in My Schedule.

For agents

How To View Your Team’s Schedule

See published schedules for your team.

For agents

How To Set Your Availability

Enter the hours you can work on future dates.

For agents

How To View Your Performance

Review your performance results and trends for a selected date range.

For agents

How To View Your Points And Rewards

Review current points, award history, and rewards available for finalized periods.

For agents

How To Claim A Reward And Provide Proof

Submit a reward choice for a finalized period and upload proof when required.

For agents and administrators

Agent Profile Not Found In The Agent Portal

Resolve a missing agent profile link in the agent portal.

For planners and managers

How To Review An Existing Schedule

Review shifts and activities, filter and group planner rows, and save useful views.

For planners and managers

How To Show Forecast Data On A Schedule

Show or hide data from the forecast linked to a schedule.

For planners and managers

How To Use Saved Views On Scheduling

Save, apply, and update personal filter and display settings in the Scheduling planner.

For planners and managers

How To Use Display Options On A Schedule

Show or hide business schedules, coverage gaps, availability, and shifts in Day or Week view.

For planners and managers

How To Use Schedule History

Review saved schedule versions and open an earlier version in the planner.

For planners and managers

How Timezones Work In The Schedule Planner

Understand the planner timezone and compare schedule times across zones in Day view.

For planners and managers

How To Add Shifts And Activities

Add an individual shift or activity to a schedule draft.

For planners and managers

How To Edit Shifts And Activities

Edit an individual shift or activity and save the schedule draft.

For planners and managers

About Activity Layers In Scheduling

Understand how Productive, Auxiliary, and Time Off activities stack and overlap in the planner.

For planners and managers

How To Make Bulk Schedule Changes

Select several agents or items and apply one schedule action.

For planners and managers

How To Duplicate A Schedule

Create a separate draft copy of a schedule from the Scheduling list.

For planners and managers

How to Use Schedule Validations

Use schedule validations to scope checks, review results, and manage findings.

For planners and managers

Resolve A Schedule Validation Warning

Investigate a validation warning, correct the schedule or rule, and check the result.

For planners and managers

How To Publish A Schedule

Publish a saved schedule for selected people, dates, and item types.

For planners and administrators

Investigate Why An Agent Cannot See A Published Schedule

Check publication scope, scheduled items, and agent profile access when My Schedule is empty.

For managers and team leads

How To Review Agent Requests

Find and review time-off, schedule-change, and overtime requests in Managing.

For managers and team leads

How To Approve Or Decline A Request

Check a pending agent request, approve it or give a reason for denial, and confirm the result.

For managers and team leads

How To Use The Live Overview

Scan current workload and service signals, then open agent details for follow-up.

For managers and team leads

Read Agent Presence And Status

Interpret agent availability, current status, work context, and freshness in Monitoring.

For managers and team leads

How To Compare Live Activity With The Schedule

Compare an agent’s current status and activity with the matching published schedule interval.

For managers and team leads

How To Verify Agent Activity With AHT And Comments Timelines

Use Zendesk Time Tracking updates and public reply markers to review recorded agent activity.

For managers and team leads

Investigate An Adherence Discrepancy

Investigate when current adherence differs from the schedule or is unavailable.

For agents

How To Request Time Off

Submit a time-off request for review and check its status.

For agents

How To Request A Schedule Change

Request different times for a scheduled activity from My Requests or My Schedule.

For agents

How To Track Your Request

Check whether your request is pending, approved, declined, or cancelled.

For agents

How To Cancel A Request

Cancel your own pending request from My Requests and confirm its new status.

For managers and planners

How To Review Volume And Backlog

Compare incoming and solved tickets with backlog across queues and dates.

For managers and team leads

How To Review Adherence

Compare verified agent states with published schedules and status coverage.

For managers and team leads

How To Review Absence And Overtime

Review time away and extra worked time across a reporting period.

For managers and planners

How To Review (Re)Forecast Accuracy

Interpret stored reforecast accuracy, run trends, and initial forecast context.

For managers and planners

How To Use Report Filters And Saved Views

Filter reports and save a reusable reporting scope.

For managers, planners, and administrators

Metrics And Their Definitions

Look up what each metric in Reporting measures and how to interpret it.

For managers and administrators

How To Read The KPI Scorecard

Read raw KPI values, goal comparisons, metric scores, and Total Score.

For managers and administrators

How To Review An Agent’s Performance

Review one agent’s performance measures, goals, and trends.

For administrators

How To Configure KPI Targets

Set agent KPI targets used for reporting comparisons.

For administrators

How To Configure 'My Performance' Targets

Set per-agent goals displayed on each My Performance page.

For administrators

How To Set Up Points And Rewards

Configure Engaging activities, eligibility, and monthly or quarterly rewards.

For managers

How To Award Points

Record a justified points award for an eligible agent.

For managers

How To Get Award Suggestions

Generate and review KPI-based monthly award candidates before confirming or dismissing them.

For administrators

How To Finalize A Rewards Period

Freeze period totals and open the reward claim window.

For administrators

How To Review And Fulfill Reward Claims

Review proof, approve a claim, and record reward fulfillment.

For evaluators and administrators

What ZenOps WFM Does

See how ZenOps WFM connects forecasting, scheduling, and daily operations.

For evaluators and planners

How Forecasts Become Schedules

Understand how forecast coverage informs a schedule draft and planner review.

For planners and managers

Three Ways To Create A Schedule

Choose between building, generating, or importing a schedule.

For planners and managers

How To Build A Schedule (Manually From Scratch)

Create a manual schedule draft without linking a forecast.

For planners and managers

How To Generate A Schedule (From A Forecast)

Use a completed forecast to create and review a generated schedule draft.

For planners and managers

How To Import A Schedule (From A File)

Analyze an XLSX or CSV schedule, resolve mappings, and create a draft.

For evaluators and administrators

Roles And Access In ZenOps WFM

Learn how roles and permissions shape access to ZenOps WFM.

For evaluators and administrators

What Data And Access You Need Before Setup

Prepare the access, workforce information, and planning inputs for WFM setup.

For administrators and planners

How To Choose Your First WFM Workflow

Choose a useful first workflow based on your team’s goals and available inputs.

For administrators

How To Plan A Rollout For Planners, Managers, And Agents

Introduce WFM in stages for setup owners, planners, managers, and agents.

For administrators, managers, and agents

How To Accept An Invitation And Sign In

Use your invitation to set up access to ZenOps WFM.

For administrators

How To Connect Zendesk

Authorize Zendesk and run the first workforce data sync.

For administrators

How To Configure Zendesk Time Tracking For AHT

Select the numeric per-update Zendesk Time Tracking field used to capture agent handling time.

For administrators

How To Verify That Workforce Data Is Syncing

Check the saved sync time and representative workforce records.

For administrators

Resolve A Zendesk Data Sync Problem

Check connection state, sync results, and missing workforce mappings.

For administrators

How To Add Sites, Teams, And Skills

Create locations, teams, and skills for workforce setup.

For administrators

How To Invite Users And Link Workforce Profiles

Add people, connect Zendesk agents, and send invitations.

For administrators

How To Assign WFM Roles And Permissions

Choose roles and review the permissions they grant.

For administrators

How To Set Working Timezones

Set the timezone used for each person’s work.

For administrators and planners

How To Configure Queues

Define the workstreams and channels used in planning.

For administrators and planners

How To Set Up Forecast Profiles

Save staffing assumptions for a forecast channel.

For administrators and planners

How To Configure Business Schedules

Set weekly hours and assignments for forecasting and staffing.

For administrators

How To Create Shift Types

Define reusable shift patterns planners can choose when building schedules.

For administrators

How To Create Activity Types

Define productive, auxiliary, and time-off activities for schedules.

For administrators

How To Configure Scheduling Rules

Organize schedule constraints into rule sets and review their outcomes.

For administrators

How To Use The Scheduling Rules Library

Find and add a reusable country rule set for review.

For administrators

How To Configure Compliance Jurisdictions

Associate a country or region with an available scheduling rule set.

For administrators

How To Configure Agent States

Map platform statuses to adherence treatment and schedule activity types.

For administrators

How To Configure Request Rules

Set request validation scope, priority, and violation handling.

For planners and managers

How To Create A Baseline Forecast

Create a representative baseline forecast and verify its source history.

For planners and managers

How To Upload Forecast Data

Create a forecast from volume or coverage CSVs.

For planners and managers

How To Review Forecast Outcomes

Review forecasted demand and required coverage together.

For planners and managers

Understanding Forecast Models And Accuracy

Understand the forecasting models and accuracy measures shown in model comparisons.

For planners and managers

Investigate Inaccurate Forecasts

Diagnose forecast mismatches by checking comparison scope, historical data, parameters, and model results.

For administrators and planners

How To Configure Adjustments

Record expected demand changes for future forecast intervals.

For administrators and planners

How To Configure Outliers

Exclude unusual historical periods from forecasting data.

For planners and managers

How To Run A One-Time Reforecast

Regenerate demand for a future window using newer information.

For planners and managers

How To Schedule A Reforecast

Set a recurring reforecast schedule with rolling windows and optional coverage updates.

For planners and managers

How To Compare A Reforecast With The Baseline

Compare original and refreshed demand for the same scope.

For planners and managers

How To Change Forecast Parameters

Update a generated forecast’s settings and review the recalculated planning results.

For planners and managers

How To Use Forecast Simulation

Explore how backlog and capacity assumptions affect a forecast scenario.

For planners and managers

How To Publish Reforecasted Coverage To Schedules

Apply completed reforecast coverage to schedules and solver runs that use the forecast.

For planners and managers

How To Review Reforecast Run History

Find earlier reforecast runs and inspect their status and scope.

For planners and administrators

Find Missing Forecast Data

Identify whether scope, source, CSV mapping, or coverage explains missing data.

For planners and managers

Investigate Unexpected Staffing Requirements

Trace surprising coverage to demand, profiles, schedules, or display scope.

For evaluators and administrators

What ZenOps QA Does

See how QA connects category scorecards, evidence-backed grades, manager review, coaching, and My Quality.

For evaluators and managers

How Scorecards, Evaluations, Reviews, And Coaching Fit Together

Follow a QA result from the published scorecard through evaluation, review, agent publication, and coaching.

For evaluators and administrators

Roles And Access In ZenOps QA

Understand how Quality permission levels affect QA configuration, raw grades, coaching, appeals, and My Quality.

For evaluators and administrators

What Data And Access You Need Before QA Setup

Prepare Zendesk conversations, service categories, scorecards, access, and a first QA pilot.

For administrators and managers

How To Choose Your First QA Workflow

Choose a small QA pilot built around one category, a clear review question, and representative tickets.

For administrators

How To Plan A QA Rollout For Reviewers, Coaches, And Agents

Introduce QA review, publication, coaching, and agent feedback in stages.

For administrators

How To Verify Zendesk Data For QA

Confirm the Zendesk connection, conversation evidence, category classification, and staff identities needed for QA.

For administrators and quality managers

How To Prepare Service Categories For QA

Choose an enabled service category and confirm representative conversations are classified in it.

For administrators

How To Assign QA Access

Assign Quality permissions for configuration, review, coaching, and personal results.

For quality managers

How To Configure Automated QA For A Category

Set a category’s eligibility, coverage, evaluation trigger, and automation switch.

For quality managers and reviewers

How Eligibility, Coverage, And Evaluation Timing Work

Understand how automated QA filters, selects, and times evaluations.

For administrators and quality managers

Investigate Why A Category Is Not Ready For QA

Trace category readiness warnings and missing evaluations to their setup or ticket conditions.

For quality managers

How To Create A Scorecard

Create a draft quality scorecard from the ZenOps starter or a blank standard.

For quality managers

How To Add And Weight Criteria

Add clear scoring criteria, grading scales, and balanced weights to a draft.

For quality managers

How To Use The Criteria Library

Maintain reusable criteria and copy them into scorecard drafts.

For quality managers and reviewers

How Critical Checks And Unscored Insights Work

Distinguish numeric scores, critical failures, and unscored insights.

For quality managers

How To Assign And Publish A Category Scorecard

Publish an immutable scorecard version and activate it for service categories.

For quality managers and reviewers

How Scorecard Versions Affect Evaluations

Understand how drafts and published versions affect new and past evaluations.

For quality managers

How To Restore An Earlier Scorecard Version

Restore a published scorecard snapshot as a draft and publish a new version.

For quality managers

How To Test QA On A Ticket

Run the real evaluator on one ticket and inspect its unpublished draft.

For quality managers

How To Start A QA Batch

Preview and grade a bounded group of already-solved tickets.

For managers and analysts

How To Monitor Evaluation Runs

Track QA run progress, results, skips, and failures.

For managers and reviewers

How To Read An Evaluation And Its Evidence

Read a run’s frozen scorecard, target grades, criterion outcomes, and cited evidence.

For managers and analysts

How To Filter And Export QA Results

Filter QA runs and download the matching run data as CSV.

For managers and administrators

Investigate A Skipped Or Failed Evaluation

Trace a missing grade to its recorded skip, failure, policy, or ticket condition.

For quality managers

How To Review And Adjust Criterion Grades

Approve or correct AI criterion grades while retaining the original evaluation.

For quality managers and reviewers

How Manager Decisions Affect The Effective Score

Understand how manager decisions change effective scores and critical results.

For quality managers

How To Clear A Manager Decision

Remove a criterion decision and return its effective grade to the AI result.

For quality managers

How To Publish An Evaluation To An Agent

Publish a reviewed agent grade as a versioned result in My Quality.

For quality managers

How To Review And Decide An Appeal

Review an agent appeal and record an upheld or corrected decision.

For quality managers and agents

How Corrections Affect A Published Result

Understand how saved corrections and new publication versions change agent-visible results.

For managers and coaches

How To Create And Share A Coaching Case

Create a coaching draft, link published QA evidence, and share it with the agent.

For managers and coaches

How To Record A Discussion And Track Actions

Record a coaching discussion and manage visible follow-up actions.

For managers and coaches

How To Close Or Reopen A Coaching Case

Close a completed coaching case or reopen one with a reason.

For managers and coaches

How To Find Coaching Opportunities In QA Results

Turn QA patterns and published evidence into focused coaching.

For managers and analysts

How To Compare Quality Trends Across Agents And Categories

Compare QA trends across a consistent period, origin, agents, categories, and criteria.

For agents

How To View Your Published QA Results

Find published results and current versions in My Quality.

For agents

How To Read Your Quality Summary And Evaluation Evidence

Read monthly QA summaries, criterion patterns, grades, and shared evidence.

For agents

How To Review And Complete Coaching Actions

Read a shared coaching case, acknowledge updates, and complete actions.

For agents

How To Appeal A QA Result

Appeal specific criteria in a current published result before its deadline.

For agents

How To Track Your Appeal

Follow appeal discussion, decisions, corrections, and replacement versions.