Bring back chat visitor list with Agent Workspace

19 Kommentare

  • Philip Gray

    We recently enabled Agent Workspace primarily for the better integration that it offered between Chat and Zendesk Support.

    But the changes it has made to the visitor list has meant that we're not able to manually initiate chats with our visitors on a proactive basis.

    The current situation forces us to make a lose/lose decision about the Chat product: we either lose the integration between Chat and Support that AW provides, or we lose the ability to use an important feature that Chat provides.

    4
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Philip Gray and Jamie Noell,  

    I am sorry to hear that Visitor list was useful to you and is not available anymore in Agent Workspace.

    While we take this feedback and evaluate it, I would like to recommend you to use views, which is an existing available in the Agent Workspace. There is a good article shared in our community that may help with the use case that you have. You can check it here.

    Regards,
    Ayush

    -1
  • Wilson Yeung

    We are facing the same situation Philip Gray and Jamie Noell.
    We used to have the monitoring dashboard in Zendesk Chat, we can see all the visitor activities in the dashboard, including who are the visitors, which page they are viewing, what they are doing.
    After the help of development team, we can see the visitors now, and see all live chat conversation, but we still cannot see those visitor activities before they initiate the chat, we can only see that after they started the live chat. @... , can you please help on it? Fix the good function that we used to have.

    3
  • Michael Mulligan

    Hello @.... Additionally, there are use case where an agent may experience a 'lost' chat where the requester unintentionally disconnects (navigating to another of our sites). Agents could previously watch the visitor list and then initiate a chat with that user when he appeared on the correct website to ensure his/her experience continued with the same agent in a very seamless way. We too would find access to the Visitor List within Agent Workspace useful.

    3
  • Zahra

    Hi,

    I've changed to the new agent interface and its great, so much easier to use. However, I have lost the ability to see the visitors that are currently on our website via the live chat.

    This was a very helpful option to have as we could manage what the busiest times were for different area of the world. Is there a way I can get back this option without going back to the old interface?

    Thank you

    Zahra

     

     

    -1
  • Philip Gray

    More than a year now since the original post on this and over 6 months since my first comment.  We didn't adopt agent workspace because of this issue but there still doesn't seem to be any sign of anything changing.

    What's more, I'm now seeing messages in the Zendesk support UI encouraging adoption of Agent Workspace.  Makes me wonder how long it will be before AW becomes a mandatory upgrade.

    Are you aware of a timeline for that @...?  Is there anything in the product roadmap on this?

     

    1
  • Kolten Kittleson
    Zendesk Product Manager

    Hello Philip Gray,

    Specific to your question on when all accounts will be adopted to the Agent Workspace, the answer is yes. However we do not yet have an official date (it won't be for the next couple of years), and Zendesk will be sure to give plenty of time for accounts prior to any changes. 

    As for the other issues in this thread, I will circle back with the correct team and get an update here.  

    -1
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Philip and Michael, 

    Unfortunately, there are no plans to bring a visitor list to Agent Workspace.

    However, we hear the feedback and will consider solving this use case in upcoming features. In the meantime, I would recommend creating views with a caveat that it only shows up when the chat starts.

    Regards,
    Ayush

    -1
  • Philip Gray

    Thanks for the response, @...

    The suggestion of creating views doesn't address the use case because, as you say, the chat's will only show up in a view once they've been started.

    The use case is for agents to be able to initiate chats with visitors who have not yet engaged with the widget.

    Hope that helps.

    1
  • Support / SAV

    Hello

    Chat visitor list was very useful to iniate chat with visitors

    When will it be available with AW ? URGENT

    Regards

    Jeremy

    4
  • Loredana D'Amelio

    In our opinion, the features of the ZENDESK APP for iOS/Android must be maintained as it allows us to clearly, quickly and easily view individual active visitors on all our sites where the WP plugin has been installed and interact with them both when they specifically ask to enter the chat and when perhaps they view very important pages such as those of CART (Wordpress) or even more so the CHECKOUT page (Wordpress).

    Most of the chats that operators show when they see an "undecided" customer on the cart/checkout page ALMOST ALWAYS translate into a sale, therefore the functionality offered by a single APP is precious and irreplaceable.

    Eliminating this feature alone would be reason enough to no longer use Zendek's service and switch to other competitors.

    I hope our contribution is appreciated and understood.

    Thank you

    3
  • Karine Atamian

    The MOST useful feature for us was the ability to monitor the visitors on our web.  Since this feature is no longer available, the value of keeping Zendesk has diminshed significantly.  

     

    3
  • James Knights

    Agreed!

    This feature was extremely valuable in being able to display the number of users who were interacting with our digital services across multiple UK Government sites.

    The removal of this feature is either going to delay us moving to Agent Workspace - which is a valuable move that I can see the benefits of and will also mean that several of our support applications will go end of life early next year, - or it will mean we will consider moving away from Zendesk completely.

    We do not need a view to show when a chat is initiated, there are many other dashboards already available to allow us to see this information, but none to allow us to see where the widget has loaded on one of the pages.

    The response that "there are no plans to bring a visitor list to Agent Workspace."  is not helpful and I would like to understand the 'logic'  around removing this.

    Also, as this is not available natively, is there any API that I could arrange for one of our internal developer resource to access to enable us to develop our own feature to plug this gap.

    Thanks

    4
  • Elodie

    This feature is extremely important to us. Indeed, we are using chat for an official national exam and we must be able to identify and know our candidates online, connected. If necessary, this allows us to challenge them and above all help them if necessary.

    Please don't remove this functionality!

    Thank you so much !

    
    
    2
  • Ced Bx

    Hello,
    Bring back chat visitor list with Agent Workspace ASAP. Thank You !

    2
  • Teylia

    This chat has been used for several years for a national exam, our teams must be able to identify candidates online, connected to the application in the event of requests or problems to contact them and help them if necessary.

    This feature is extremely important

    don't remove this feature!

    1
  • Karine Atamian

    Zendesk has lost it's use for us now that visitor list is not visible.  Please bring the feature back asap!!! Thank you.

    2
  • Rachel - MyAffiliates

    Ever since the new workspace was introduced, the chat feature took a big hit. We are no longer able to see the visitors and initiate a chat. Nor are we able to monitor which agents have chats open nor interject if need be. Whilst the new workspace is nice, if we had the option to revert back and completely stay off this new workspace, we would in a heartbeat! 

    We might need to consider other alternatives to Zendesk without this feature, as it is hindering our daily tasks.

    1
  • Arpan Nagdeve
    Zendesk Product Manager

    Hello Everyone, 
    Thanks for sharing your valuable feedback on visitor list and how it's been used in the current state and form. I'm keeping the feedback as part of our backlog and we'll revisit this problem from Zendesk side.
    Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases. Thank you again for your feedback and for being a valuable customer with Zendesk.

    0

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