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

## Definition

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

## Context

A growing queue may need a capacity check; a change in ticket topics may explain the demand; active SLA targets show which work is time-sensitive.

## Attributes

- Start with **Overview** for the current account-level picture.
- Use **Volumes** for queued work and channel trends, **Agents** for status and capacity, **SLAs** for targets and breaches, and **Topics** for ticket composition.
- Open available metric drill-ins to inspect the tickets or agents behind an aggregate; use **Workflows** to follow up on alerts or incidents.

> Canonical page: https://zenops.cx/help/articles/how-realtime-brings-queues-agents-slas-and-topics-together/
> Audience: For evaluators and managers
> Summary: Realtime presents related support signals across several views so an operational change can be investigated from more than one angle.

## Notes on this article

### Note: Check the scope

In attributes. The same metric can appear in more than one view, but each page adds different filters and detail.

## Visual references

- User Guide example: Channel Overview example grouping Messaging, Talk, and Support metrics by a selected business dimension.: [Channel Overview example grouping Messaging, Talk, and Support metrics by a selected business dimension.](https://zenops.cx/help/assets/realtime-channel-overview.png)