Robert Hood

We changed the Agent permissions on Organization fields so they could not edit the fields - the Agents still need to be able to read/reference the data in the fields for processing tickets. Since the Agents do not have edit capability, the fields are greyed out (background is light grey and the data in the field is a couple of shades darker grey). The color combination of the background and text looks great from a design perspective, but is challenging to read, even for staff without vision challenges.  Would it be possible to provide more contrast to make it easier to read the fields that are effected by permissions?  Maybe as simple as changing the text color to black to make it more legible. (Zendesk staff, please reference Field Visibility Issue.PNG in ticket #12520884 for an example)

+1 on Lauren Benkov's point. Need a way for Agents to quickly assess who is online and who isn't .

Here's our scenario:
As an Agent, I need to be able to transfer a Talk call to a colleague who is typically in an Agent Group that is in my local office. Transferring calls happens multiple times a day. I would like to have a Live Talk Dashboard that only shows the Agent status and time in status that can be filtered to the specific Agent Groups I need and for the dashboard to retain the last filter I created.

Our current workaround is to use MS Teams to see if another Agent is available for the call

I would like to be able to quantify the number of transferred calls that were missed. 

Here is the scenario
Tier 2 Agents are set to Transfer only: Browser status (available to take calls but not in the queue to automatically receive calls). 
Tier 1 Agents will try to transfer a call to Tier 2 Agents, but the Tier 2 Agent doesn't answer the call (missed) . The Tier one will get a Transfer failed error message in the Talk widget. 

I'm thinking this is a custom metric. 
I tried
IF ([Leg consultation type]="Unattended transfer" AND [Leg completion status]="Agent missed") THEN [Leg ID] ENDIF

but did not get results that I expected.

Suggestions?  

Thanks,
Rob

Agree will everything stated previously.  A blank worksheet with headers would be better than a file that throws the error and can't be opened.  The error messages causes too many questions from my end-users and kills any automated processes I have place when the file cannot be opened.

+1  Please.

Sean Cusick  I can understand how this is a challenging problem to solve. Given the popularity of both Zendesk and Netsuite, I would hope this would be a strategic initiative for Zendesk to figure out.

+1 here too.  Definitely needed!!

I would like this ability as well.  I posted the same issue with  a GDPR twist here https://support.zendesk.com/hc/en-us/community/posts/360047686514-Ability-to-hide-CSAT-Banner-in-tickets prior to finding this one

+1 for needing this.  I have a contractual need to report on CC's and would like to do it in Explore.