Definition

Realtime metrics describe current queue demand, agent capacity, SLA outcomes, customer satisfaction, and ticket topics. Their meaning depends on the selected scope and time window.

Context

Use these definitions before comparing cards, report rows, or drill-ins. A dash or unavailable value should not be interpreted as zero.

Attributes

  • Overall Queue / In Queue: tickets currently counted in a Zendesk omnichannel queue.
  • Queue Time: time customers currently spend waiting in queue.
  • Active Work / Work Items: items being handled by agents or offered for handling.
  • Used Capacity: capacity occupied by work items; Available Capacity: capacity still free.
  • Utilization Rate: the occupied share of eligible online agent capacity for the scope.
  • Active SLA Tickets: tickets with an active SLA metric; Active Breached Tickets: tickets with at least one active breached metric.
  • Achieved Targets / Breached Targets: SLA targets met or missed; Breach Time: overdue duration; SLA Compliance: share of evaluated targets met in the displayed period.
  • Satisfaction Score / CSAT: customer satisfaction in the selected report scope and display format.
  • Unsolved Tickets: tickets in unsolved statuses; L1 Topic Tickets / L2 Topic Tickets: tickets with a level-one or level-two topic.
Note: Check the scope

Check each report’s filters, calculation period, and freshness before treating two numbers as directly comparable.