Serving chats in the Zendesk Agent Workspace

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37 Comments

  • Fiona
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    Hi there

    I just migrated us over to the Agent Workspace. We did a test chat and it worked fine. However, when the agent tried to transfer the chat to me it didn't work. We are the only two agents (and in the same "group"). I was "invisible" and it didn't transfer, then I went "online" and she tried again. It showed in the ticket that I was the assignee but she never received the confirmation pop up and I never received the chat offered to me. Only when she ended the chat and set the ticket to open, did it say it was assigned to me now. 

    Not sure what we're doing wrong!

    Thanks

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  • Fiona
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    Another question: I used the "visitors" tab in the Chat screen quite often to see how our web traffic is doing. I can't see anything there now - how can I continue to see that with the new workspace?

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  • Antonio Naddeo
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    We are multi brand users and we receive chats from 3 different brands. Multi brand chat is not supported in agent workspace: what are the possible consequences of not supporting multi brand chats please? I want to understand what we might miss if we migrate over.

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  • Jordan Brown
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    Is there a plan to add the translating feature? I don't see it under limitations.

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  • Fiona
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    Hi 

    I have some more questions:

    - in the previous Chat window, even if all agents were invisible, a chat could still be offered and served if one came in. Is this still the case with the workspace? If all agents are invisible but a visitor requests a chat, will it be offered to all invisible but logged in agents?

    - can an agent, during a chat, email that same visitor within that ticket? E.g. agent says to visitor that they will send more information by email but wants to continue the chat - how do they do that without ending the chat first?

    - how can an agent see if other agents are online? I want to see if my colleague is online while I go offline for a break. How can I know without asking them or opening the Chat window as before?

    - a chat I just ended has a customer rating and comment but this doesn't show in the ticket and doesn't show in my 'recently rated tickets' view. Is this a glitch?

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  • Antonio Naddeo
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    I have some questions:
    1) I read that chat tags are not supported! What if we are using chat skill routing? Is the chat skill routing based on tags going to work?
    2) what do you mean by multibrand chat are not supported? Can we use chat tags to assign the brand or to perform a brand skill routing?
    3) can you set any support custom fields directly in the new chat interface?

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  • Chris Bulin
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    • Chat actions such as invite agent, export transcript, and ban are not supported. Translate chat is also not supported.

    Inviting agents, translation, and banning are something that we make heavy use of. Do you know when you expect to have these available in Agent Workspace?

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  • Fiona
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    Another question: how can I initiate a chat with a visitor who is online? Use case: i had to end a chat with a customer due to a glitch that wouldn't allow me to type in the reply box. I then wanted to start a chat with the same visitor who was still online and there was no way to do so.

    Another: how do I see where a visitor is from? Previously, I could see their country, now I don't and all the 'users' have the same time zone of Arizona, regardless of country. 

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  • Arpan Nagdeve
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    Hi Fiona, 

    In agent workspace, chat dashboard visitor list is modified and you'll no longer have the information about the visitors that are only browsing your site.  

    In agent workspace, you can't initiate a pro-active chat with the visitors, as per use case that you highlighted the moment you end the chat it can't be resumed back. Until visitor types back there is no way for you to connect with the same user.

    For the location issue, the only possible solution right now will be to go back to the chat dashboard and look at visitor list. 

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  • Arpan Nagdeve
    Comment actions Permalink

    Hi Chris, 

    Chat actions like inviting agents, translation, and banning are part of our 2020 roadmap. 

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  • Arpan Nagdeve
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    Hi Antonio,

    1) Skill-based routing - skill-based routing will continue to work, with chat tags you'll not be able to apply any chat tags while a chat is ongoing also all the tags that got applied before chat starts will not be surfaced in agent workspace. 
    2)  Chat tags can be used to define a brand and no impact on skill-based routing

    3) You can set any custom support field in the new interface - but if a chat is ongoing adding a new field and pressing submit will cause the chat to end.

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  • Arpan Nagdeve
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    Hi Fiona, 

    1) Invisible chat agent behavior - if all the agents are invisible and still a visitor was able to initiate a chat it will be surface to all the agents and CTA will change to In Queue (Count) end user will also see the same 

    Agent view 
    Visitor View 
    2) Agent can't initiate email within ongoing chat, composer only let agent respond back to ongoing chat 
    3) Online status in agent workspace can be looked from assignee drop down, if agent searched is online a green badge is shown next to his name 
    4) Chat rating and comments are displayed as part of conversation log snapshot attached for reference

    5) Ticket assignment during transfer - in agent workspace if agent is invisible then an ongoing chat can't be transferred, chat first ends and then assignee field is updated with the transferred agent credentials. 

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  • Chris Bulin
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    Hi Arpan Nagdeve. Thank you for the information. We're excited to start using this feature, so we'll keep an eye out for the updates that allow for inviting agents, translation, and banning.

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  • Fiona
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    Hi Arpan

    Thanks for your responses.

    You said that location is not visible except in the chat window, and you can't proactively chat with someone online - are those both future enhancements that are planned for the Agent Workspace?

    For 2) "Agent can't initiate email within ongoing chat, composer only let agent respond back to ongoing chat" Is this a planned future enhancement?

    For 3) it sounds like you can only see if another agent is online or not if you have an ongoing chat open (and that list is not realtime, it only shows what was true at the time the chat started, as per question 5). Is there no other way to see a list of agents and their status? Or could you open any ticket and look at the assignee drop down to see agent statuses? (Also, we just tried it and there's no status showing there - just our names)

    For 4) chat rating not showing. I see it where you indicate, but not in the view "recently rated tickets" and not counted among the ratings on the home view. I opened a ticket with support and they said this should be fixed by switching off the Agent Workspace and switching it back on, which I will try later today.

    For 5) transferring to another agent - even if that agent was invisible, then goes online to accept the transfer, it doesn't work. This seems like a flaw in the function of this feature - it should be updated realtime. Is there a fix planned for this? We just tested this with an agent who was online before the chat began - the chat would not transfer. There was no popup when the agent selected the other agent's name.

    Another thing I have noticed: I use the Home page to serve tickets, and when I submit a ticket, I get sent back to the Views page, and not the Home page where I was before. This is annoying as I want to stay in the Home page where I can see my tickets. Is this expected behaviour?

    Thanks

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  • Arpan Nagdeve
    Comment actions Permalink

    Hi Fiona, 

    My responses to your queries are as follows 

    1.  Location fix is part of our roadmap, but pro-active chat is not planned for this year.
    2. Agents soon will be able to send internal notes and emails for an ongoing chat, it's part of the product roadmap. 
    3. Agent status is only visible if there is an ongoing chat in the ticket if the chat has ended in that case assignee drop down no longer shows the agent status.
    4. Let us know if you are able to resolve the chat rating issue. 
    5. Agent status calculation happens at the time of clicking on the assignee dropdown. We'll look at the capability to accept chat when an agent moves from the invisible to online status.
    6. In agent workspace, if there are multiple tabs open and if you submit a ticket your view is shifted to the next open tab. If all the tabs are closed then you go back to views page. 

     

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  • Fiona
    Comment actions Permalink

    Hi Arpan

    Thanks for your reply.

    1. OK, thank you!

    2. Great!

    3. We tested this and it still doesn't show - we also aren't able to transfer chats to each other. I will log a ticket.

    4. It's still not working - my ticket has been escalated with support

    5. As per 3, I will log a ticket for this issue.

    6. When I wasn't using the Agent Workspace, I used the Home page (not Views) to serve my tickets and unassigned tickets. When I submit a ticket and it closes the tab (as that was the option I put), it put me back on the Home page so I could carry on. Now, with Agent Workspace, it puts me on Views so I then have to navigate back to Home to continue working on my tickets. This is kind of annoying - is it expected behaviour?

    Thanks!

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  • Jamie Vogter
    Comment actions Permalink

    We are not getting the pop up window to transfer a chat or accept a transferred chat when we change the :select assignee: and change the name. I have submitted a support ticket.

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  • Brett - Community Manager
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    Hey Jamie,

    Thanks for submitting a ticket regarding this issue. Our Customer Advocacy team will contact you to troubleshoot further :)

    Cheers!

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  • Armen Saghatelian
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    Hi everyone, 

    We have the sound for incoming chats but if the chat is transferred, there is no sound. The chats are being transferred properly. Just the sound is the problem. Can anyone tell us how to solve this issue? 

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  • Erika Camille Sundian
    Comment actions Permalink

    Hi Armen,

    As of the moment we are not able to add a sound notification for transferred chats.

    I've taken a look and found the following related discussions about the functionality you are looking for: Request for a sound alert when a chat is transferred to another department

    I highly encourage you to vote for that request and then share your use case in the discussion. I'd also recommend subscribing to the article so you'll be updated with any further comments as well maybe found a workaround that other members might post.

    Let us know if you have any further questions on this. :)

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  • Armen Saghatelian
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    Hi Erika Camille Sundian,

    I am sorry but the post you are referring to is from 2016! And there are no discussions below that post. 

    We think that this is basic functionality and should be added as soon as possible. All big companies have separate marketing and customer care teams. And transferring a chat from one department to another one is a standard procedure. Why the transferred chat can't have a sound if the standard chat has? How we can know that we have a new chat?

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  • Erika Camille Sundian
    Comment actions Permalink

    Thanks for taking the time to share this with us Armen!

    As of right now this is not an available functionality so we apologies for that. I would recommend upvoting and cross-posting your use case in the Chat Community feedback that I linked above to help provide visibility to our Chat Product Managers.

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  • Comment actions Permalink

    Hi,

    Can you please confirm if chat rating should be working in Agent Workspace?
    I can rate from the end user side and see the note in conversation (both sides), but the ticket is not picking up the rating or change in rating.

    I've tried disabling and re-enabling Agents Workspace as mentioned above, but to no effect.

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  • Gail L
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    Hi Jacob,

    We're creating a ticket to have our support team follow up with you about this, you'll see an email with that ticket link. Thanks!

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  • Fiona
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    I made a ticket about this and was told it's a known issue that Zendesk is working on fixing. I see the ratings show up in Explore but not in Support. 

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  • Gail L
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    Hi Fiona,

    Yes, there's a currently a problem ticket on the chat ratings for agent workspace. We've added Jacob's report to it on our side.

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  • Chad Susa
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    Hi All

    When I try to perform a Chat Agent transfer when using the Zendesk Agent Workspace no option appears to Assign the chat to the appropriate agent as per the screengrab above

    1. I can confirm that another agent is online and available for chat
    2. We have migrated our Chat departments to Groups successfully

    Seems it's either not working or I'm missing something.

    Also, the Chat shortcuts don't appear in the Zendesk Agent Workspace when in a Chat by typing /. I can confirm I have 3 shortcuts enabled but when I type /, only the default "Hi, how can we help you today? =)" shows in the list.

    Cheers

    Chad

     

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  • Gail L
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    Hi Chad,

    I've created a ticket for our team to look into specific examples with you. You'll see an email with the ticket link.

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  • Dennis Beltran
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    It says that "The Knowledge Capture Support app is available to link articles to the editor during a chat."

    Will this capture article linking data via chat in Explore?

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  • Gail L
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    Hi Dennis, I haven't found anything in our current documentation on this so I'm creating a ticket for our support team to follow up with you about it.

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