The Real-time dashboard consists Summary, Ongoing conversation, Agent, and Voice report.
To enable it – Login into Customer Service Admin Center >> Operations >> Insights >> Report Settings >> Real-time Analytics (preview)
Enable it –
After a couple of minutes, we can see the Dashboard added to the Customer Service Workspace app.
Within the Summary, we can get the details of any ongoing conversation, KPIs, etc.
The ongoing conversation report shows the details of all the ongoing conversations 
The agent shows all the real-time details about the agents
We can select an agent from Agent List and click on Details to show additional details about the agent.
Finally, the Voice report shows details specific to Voice Channel / Queues.
Get all the details here – Real-time analytics dashboards (preview)
Hope it helps..
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