# Product update

January 29, 2024

New!

[**Zendesk Agent Status metrics**](/content/updates/185/index.html)

We’ve added support for a range of real-time agent status metrics from Zendesk, with a new integration called **Zendesk Agent Status**.

For Zendesk setups with omnichannel routing rules at their core, this opens up many possibilities for accurately monitoring real-time agent workloads across Support, Talk, Messaging, and in [some cases Chat](https://support.zendesk.com/hc/en-us/articles/6249962577690-Using-omnichannel-routing-while-migrating-from-chat-to-messaging), and agent availability to pick up additional work items.

Some of the metrics now supported include:

- Current agent status (online, offline, away, in transfer…)
- Agents’ status broken out by channel
- Total work items owned by each agent
- Agent capacity, broken out by channel

…and more.

To access these new metrics, select **Zendesk Agent Status** from our list of data sources whilst logged into Geckoboard, and set up a connection to your Zendesk account.

_Note: as this uses a specific API supplied by Zendesk, you’ll need to set this up as a new connection even if you’ve already connected via our Support, Chat, Talk or Sell data sources.