The Zendesk Talk dashboard helps you view details about current queue activity, account-wide activity for the current day, and individual agent activity.
Currently, all agents and admins in your Zendesk account can view the Talk dashboard. Zendesk Support Enterprise customers can create custom roles that define what agents can do. For more information about custom roles, see Creating custom roles and assigning agents.
One of the settings you can access for custom roles is Can view Zendesk Talk dashboard. While this setting enables you to restrict access to the Talk Dashboard for members of a role, it is currently not enabled and has no effect meaning that all agents can view the dashboard.
On Thursday 7th March 2019, we will be enabling this setting so that you can configure which agents can access the dashboard. Before this setting is enabled, we recommend that you review the roles you have created, and the Can view Zendesk Talk dashboard setting for each role. Depending on the value of this setting, one of the following will happen when it’s enabled:
- If the setting is enabled for a role: Agents in that role will continue to have view access to the dashboard.
- If the setting is not enabled for a role: Agents will not have access to the dashboard, even if they had it previously.
- Support Enterprise
- Talk Enterprise, Professional, and Advanced
The setting is not available with the Support Enterprise (Legacy) plan or with any Talk plan not listed above.
It’s important to note that this change might mean that some agents who previously had access to the dashboard will no longer have access after this change. Review your settings before the change date to ensure that nobody who should have access to the dashboard loses it.
Important: From the date of the rollout, no light agents will be able to access the Talk Dashboard regardless of the Can view Zendesk Talk dashboard setting. Although light agents role settings by default do not grant access to the dashboard, this setting has not been enforced until now.