We're using Guided Mode quite extensively. All of our regular (customer service) agents are on Guided Mode, with the exception of supervisors, trainers/coaches and back office employees.
The idea of Guided Mode is great and the basics are there, but I think it needs to become more mature. I was hoping it would be actively developed, but since it's release nothing has changed much (besides being renamed from Play Only to Guided Mode).
We're at the point that we're going to reconsider if we're going to stick with Guided Mode, or switch back to an assignment algorithm on the API. My preference is native functionality over custom made logic.
This feedback is basically a repetition of some of the beta feedback and what has been posted in the announcement thread.
Your assigned tickets view
Currently you're unable to edit the 'your assigned tickets' view. There is no grouping of tickets, you cannot alter the ordering of tickets. This makes it hard for our agents to get an overview, as tickets are all over the place. Grouping on the status of the ticket would already make this more clear.
Ability to create more regular views
Right now Guided Mode agents have only one 'hardcoded' view, all other views are considered to be playlists. It would be great if a view could be set as regular view (or the other way around and be set as playlist).
Agents can leave the reason blank. We'd like to see this mandatory. Even better would be if an administrator could make a predefined list, where the agent can still choose 'other' and has to fill in an explanation.
API sorting and filtering
We've developed an app to give our supervisors more insights about the skipping behavior. It also gives them the ability to see the skips from a ticket perspective, instead of the user perspective. I've intentions to release this app on the marketplace, but currently it's technically highly inefficient.
The reason is that the endpoint returns all skips in seemingly random order. When your account has thousands of skips, it will take quite some time to acquire or refresh the data. We work with a 15 minute cache now, but it's still quite unacceptable. This is also hammering the API for no good reason.
It would be great if /api/v2/skips.json could be ordered, or at least be ordered descending on created_at by default. This would make paginating and retrieving the latest skips much easier.
Also the ability to filter on a specific ticket or a ticket endpoint would be great. Currently there's only the agent point of view:
I'd love to see something like:
Agents can be very creative in their cherry picking methods. Currently they can just close the ticket, start the playlist again, and with a little bit of luck your fellow coworker is working on that ticket you've just skipped.
So we've got an app that 'virtually assigns' the ticket to the agent. It helps a little bit, but still it would be better if the ticket is really assigned to the agent and only falls back to the group once it has been skipped.
One playlist vs. multiple
This might be specific to our use case, so I saved it for last.
Multiple playlists don't prevent cherry picking for us. We want our agents to work from one playlist and one playlist only. This is resulting in quite some challenges when it comes to the view's conditions. As you can have multiple AND condition, but just one set of OR conditions.
It would be great if multiple views could be combined in one playlist. Or that views can have a more advanced set of conditions, like:
A should be true AND B should be true AND ((C should be true AND D should be true) OR (E should be true AND F should be true))
It would be great to hear if Guided Mode will be improved in the near future, and what the road map would roughly be. It has much potential, but also many shortcomings in it's current state.
With kind regards,
--- 2018 update ---
Most of the feedback hasn't been implemented, but two things that can make your life easier:
Skipper - A Zendesk app I've made to give more insights in your agent's skipping behaviour.
Playlist - An alternative to Guided Mode, posted by Au Finh in this thread. Don't have experience with it, but thought it was fair to mention.
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