# Realtime Metrics And Definitions

## 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.

> Canonical page: https://zenops.cx/help/articles/realtime-metrics-and-definitions/
> Audience: For managers, team leads and operations stakeholders
> Summary: Realtime metrics describe current queue demand, agent capacity, SLA outcomes, customer satisfaction, and ticket topics.

## Notes on this article

### Note: Check the scope

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