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ZenOps Realtime is a live operations workspace for teams that use Zendesk.
Realtime presents related support signals across several views so an operational change can be investigated from more than one angle.
Realtime metrics describe current queue demand, agent capacity, SLA outcomes, customer satisfaction, and ticket topics.
Your ZenOps role and assigned permissions determine which Realtime pages and actions you can use.
A first Realtime workspace needs a connected Zendesk account, a known monitoring scope, and users with suitable access.
Choose a small, repeatable operational check before expanding dashboard use.
Introduce Realtime in stages so each audience knows what to monitor and how to respond.
Use the invitation sent by your administrator to enter your ZenOps workspace.
Set company defaults for new invitations and choose sign-in methods for individual users.
Find the main Realtime areas and choose the view that answers your operational question.
Choose a Brand and Group scope or apply a saved view across Realtime reports.
Reveal the navigation sidebar from the left edge or keep it open from the ZenOps logo.
Authorize the Zendesk account that supplies Realtime with support data and verify the first records.
Configure Zendesk webhooks, brand and SLA policy allowlists, and SLA and Talk polling.
Realtime can group and filter support metrics by business dimensions such as Brand, Group, Market, and BPO Vendor.
Assign brands, markets, BPO vendors, and channels to enabled support groups for filtering and analytics.
Override inherited group attributes for agents whose assignments need more precise workforce attribution.
Map Zendesk ticket fields and their values to the fields used in ZenOps Realtime.
Give the intended readers access to the Realtime pages and actions they need.
A Realtime card, report, or drill-in is empty, stale, or differs from an expected Zendesk record.
Scan the live command view and decide where to investigate first.
The Overview cards summarize current queue demand, agent work, utilization, SLA, and satisfaction for the selected scope.
Compare Realtime metrics across the business dimension that matters to your decision.
Use metric drill-ins across Realtime pages and understand the page, row, and channel scope carried into each detail view.
Open ticket or agent details behind a Matrix metric and check the scope of its drill-in.
Compare current waiting work across Messaging, Talk, and Support.
See where queued and assigned work is concentrated.
A queue or volume value changes sharply or disagrees with the tickets you expect.
See whether agents are online, what work they hold, and how much capacity remains.
Capacity metrics show how much eligible online agent capacity is occupied by work and how much remains free.
Narrow Agent Overview to the people relevant to an operational question.
Inspect the order and timing of an agent’s recorded state changes.
An agent’s visible status, work items, available capacity, or utilization looks different from expected.
Find tickets with active SLA targets and identify current breaches.
SLA outcome metrics summarize which evaluated targets were met, which were missed, and how late breached targets became.
Find the SLA target records for a specific review and export the filtered list when needed.
An SLA card, row, or target status differs from the result you expected.
See which topics make up the current ticket workload.
See whether the mix of active ticket topics changed during the recent window.
Compare topic volume for waiting and assigned work or for a particular support channel.
Locate the teams or business areas handling a particular topic.
A ticket appears under No Topic or a different topic from the one you expect.
Satisfaction Score, also called CSAT, summarizes customer feedback for the report’s selected period and scope.
Inspect the ticket feedback represented by a satisfaction value.
Identify unresolved high-impact alerts that may need operational attention.
Check whether a staffing-related alert matches recorded agent state.
Record that the operational team has seen an alert and begun or completed its review.
Trace when an alert triggered, recovered, and was acknowledged.
Configure a rule that watches an operational condition and raises an alert when its criteria are met.
An expected alert is absent, or an alert remains active after the visible condition changed.
Record an operational issue and keep its details current while the team responds.
Close an incident after the underlying operational issue has been addressed.
See which operational issues remain open and what has already been done.
Define a rule that performs a configured action when its operational conditions are met.
Maintain an existing automation as the operational workflow changes.
Check whether an automation ran and what happened during its execution.
An automation did not execute, failed, or affected a different set of records from the intended scope.
Update a person’s role or scope when their operational responsibility changes.
Keep a useful report view or return to a known scope.
Understand when the visible value was last updated before acting on it.
Compare stream processing latency and webhook errors from the Data Latency page.
Understand the three ZenOps product groups and the work each addresses.
See how workforce, service, and administration products relate.
Find the Security page and current assurance materials in the Trust Center.
Find the Privacy Policy and manage the Help Center support chat choice.
Open the support messenger from a Help Center page.
Gather the details that help support investigate a question or product issue.
Understand what ZenOps product pricing covers and when to request a custom quote.
Compare ZenOps-provided OpenAI usage with bring-your-own-key billing.
Review a ZenOps subscription and manage payment details through the billing portal.
Invite a teammate and choose their role, allowed sign-in methods, and BPO access.
Review ZenOps roles and limit a BPO User to selected vendors and brands.
Filter workspace activity, inspect a log entry, and understand recorded outcomes.
Confirm the Zendesk connection and check the latest data sync time.
Troubleshoot Zendesk authorization, subdomain, and sync status issues.
Connect a Shopify store running Recharge, review its authorization, and add subscription evidence to QA evaluations.
Find your published shifts and activities in My Schedule.
See published schedules for your team.
Enter the hours you can work on future dates.
Review your performance results and trends for a selected date range.
Review current points, award history, and rewards available for finalized periods.
Submit a reward choice for a finalized period and upload proof when required.
Resolve a missing agent profile link in the agent portal.
Review shifts and activities, filter and group planner rows, and save useful views.
Show or hide data from the forecast linked to a schedule.
Save, apply, and update personal filter and display settings in the Scheduling planner.
Show or hide business schedules, coverage gaps, availability, and shifts in Day or Week view.
Review saved schedule versions and open an earlier version in the planner.
Understand the planner timezone and compare schedule times across zones in Day view.
Add an individual shift or activity to a schedule draft.
Edit an individual shift or activity and save the schedule draft.
Understand how Productive, Auxiliary, and Time Off activities stack and overlap in the planner.
Select several agents or items and apply one schedule action.
Create a separate draft copy of a schedule from the Scheduling list.
Use schedule validations to scope checks, review results, and manage findings.
Investigate a validation warning, correct the schedule or rule, and check the result.
Publish a saved schedule for selected people, dates, and item types.
Check publication scope, scheduled items, and agent profile access when My Schedule is empty.
Find and review time-off, schedule-change, and overtime requests in Managing.
Check a pending agent request, approve it or give a reason for denial, and confirm the result.
Scan current workload and service signals, then open agent details for follow-up.
Interpret agent availability, current status, work context, and freshness in Monitoring.
Compare an agent’s current status and activity with the matching published schedule interval.
Use Zendesk Time Tracking updates and public reply markers to review recorded agent activity.
Investigate when current adherence differs from the schedule or is unavailable.
Submit a time-off request for review and check its status.
Request different times for a scheduled activity from My Requests or My Schedule.
Check whether your request is pending, approved, declined, or cancelled.
Cancel your own pending request from My Requests and confirm its new status.
Compare incoming and solved tickets with backlog across queues and dates.
Compare verified agent states with published schedules and status coverage.
Review time away and extra worked time across a reporting period.
Interpret stored reforecast accuracy, run trends, and initial forecast context.
Filter reports and save a reusable reporting scope.
Look up what each metric in Reporting measures and how to interpret it.
Read raw KPI values, goal comparisons, metric scores, and Total Score.
Review one agent’s performance measures, goals, and trends.
Set agent KPI targets used for reporting comparisons.
Set per-agent goals displayed on each My Performance page.
Configure Engaging activities, eligibility, and monthly or quarterly rewards.
Record a justified points award for an eligible agent.
Generate and review KPI-based monthly award candidates before confirming or dismissing them.
Freeze period totals and open the reward claim window.
Review proof, approve a claim, and record reward fulfillment.
See how ZenOps WFM connects forecasting, scheduling, and daily operations.
Understand how forecast coverage informs a schedule draft and planner review.
Choose between building, generating, or importing a schedule.
Create a manual schedule draft without linking a forecast.
Use a completed forecast to create and review a generated schedule draft.
Analyze an XLSX or CSV schedule, resolve mappings, and create a draft.
Learn how roles and permissions shape access to ZenOps WFM.
Prepare the access, workforce information, and planning inputs for WFM setup.
Choose a useful first workflow based on your team’s goals and available inputs.
Introduce WFM in stages for setup owners, planners, managers, and agents.
Use your invitation to set up access to ZenOps WFM.
Authorize Zendesk and run the first workforce data sync.
Select the numeric per-update Zendesk Time Tracking field used to capture agent handling time.
Check the saved sync time and representative workforce records.
Check connection state, sync results, and missing workforce mappings.
Create locations, teams, and skills for workforce setup.
Add people, connect Zendesk agents, and send invitations.
Choose roles and review the permissions they grant.
Set the timezone used for each person’s work.
Define the workstreams and channels used in planning.
Save staffing assumptions for a forecast channel.
Set weekly hours and assignments for forecasting and staffing.
Define reusable shift patterns planners can choose when building schedules.
Define productive, auxiliary, and time-off activities for schedules.
Organize schedule constraints into rule sets and review their outcomes.
Find and add a reusable country rule set for review.
Associate a country or region with an available scheduling rule set.
Map platform statuses to adherence treatment and schedule activity types.
Set request validation scope, priority, and violation handling.
Create a representative baseline forecast and verify its source history.
Create a forecast from volume or coverage CSVs.
Review forecasted demand and required coverage together.
Understand the forecasting models and accuracy measures shown in model comparisons.
Diagnose forecast mismatches by checking comparison scope, historical data, parameters, and model results.
Record expected demand changes for future forecast intervals.
Exclude unusual historical periods from forecasting data.
Regenerate demand for a future window using newer information.
Set a recurring reforecast schedule with rolling windows and optional coverage updates.
Compare original and refreshed demand for the same scope.
Update a generated forecast’s settings and review the recalculated planning results.
Explore how backlog and capacity assumptions affect a forecast scenario.
Apply completed reforecast coverage to schedules and solver runs that use the forecast.
Find earlier reforecast runs and inspect their status and scope.
Identify whether scope, source, CSV mapping, or coverage explains missing data.
Trace surprising coverage to demand, profiles, schedules, or display scope.
See how QA connects category scorecards, evidence-backed grades, manager review, coaching, and My Quality.
Follow a QA result from the published scorecard through evaluation, review, agent publication, and coaching.
Understand how Quality permission levels affect QA configuration, raw grades, coaching, appeals, and My Quality.
Prepare Zendesk conversations, service categories, scorecards, access, and a first QA pilot.
Choose a small QA pilot built around one category, a clear review question, and representative tickets.
Introduce QA review, publication, coaching, and agent feedback in stages.
Confirm the Zendesk connection, conversation evidence, category classification, and staff identities needed for QA.
Choose an enabled service category and confirm representative conversations are classified in it.
Assign Quality permissions for configuration, review, coaching, and personal results.
Set a category’s eligibility, coverage, evaluation trigger, and automation switch.
Understand how automated QA filters, selects, and times evaluations.
Trace category readiness warnings and missing evaluations to their setup or ticket conditions.
Create a draft quality scorecard from the ZenOps starter or a blank standard.
Add clear scoring criteria, grading scales, and balanced weights to a draft.
Maintain reusable criteria and copy them into scorecard drafts.
Distinguish numeric scores, critical failures, and unscored insights.
Publish an immutable scorecard version and activate it for service categories.
Understand how drafts and published versions affect new and past evaluations.
Restore a published scorecard snapshot as a draft and publish a new version.
Run the real evaluator on one ticket and inspect its unpublished draft.
Preview and grade a bounded group of already-solved tickets.
Track QA run progress, results, skips, and failures.
Read a run’s frozen scorecard, target grades, criterion outcomes, and cited evidence.
Filter QA runs and download the matching run data as CSV.
Trace a missing grade to its recorded skip, failure, policy, or ticket condition.
Approve or correct AI criterion grades while retaining the original evaluation.
Understand how manager decisions change effective scores and critical results.
Remove a criterion decision and return its effective grade to the AI result.
Publish a reviewed agent grade as a versioned result in My Quality.
Review an agent appeal and record an upheld or corrected decision.
Understand how saved corrections and new publication versions change agent-visible results.
Create a coaching draft, link published QA evidence, and share it with the agent.
Record a coaching discussion and manage visible follow-up actions.
Close a completed coaching case or reopen one with a reason.
Turn QA patterns and published evidence into focused coaching.
Compare QA trends across a consistent period, origin, agents, categories, and criteria.
Find published results and current versions in My Quality.
Read monthly QA summaries, criterion patterns, grades, and shared evidence.
Read a shared coaching case, acknowledge updates, and complete actions.
Appeal specific criteria in a current published result before its deadline.
Follow appeal discussion, decisions, corrections, and replacement versions.
