Because the Zendesk Agent Workspace provides unified conversations across Chat and Support, this impacts some features on the Chat dashboard. This article describes how the Chat dashboard works when the Zendesk Agent Workspace is enabled.
This article contains the following sections:
About the Chat dashboard
When the Zendesk Agent workspace is enabled, the Chat dashboard is available for managing Chat settings, but not for serving chats. Chats are disabled on the Chat dashboard to prevent cross-chat confusion between the agent workspace and the dashboard.
Administrators can use the dashboard for most other chat-related tasks, including viewing a list of active visitors, viewing chat history, monitoring chat volume, managing chat tags, and managing chat settings, but there are some limitations. For details, see Dashboard limitations.
In addition to disabling chats, collections of Chat agents are now managed as Support groups, instead of Chat departments. For more information, see Managing groups of agents in the Zendesk Agent Workspace.
Opening the dashboard
You open the dashboard, the same way you open a standard Chat dashboard.
To open the dashboard:
- Click the Zendesk Products icon (
) in the top bar, then select Chat.
- Agents set their chat status in the agent workspace, instead of the dashboard. They don’t see a chat status menu on the dashboard.
Agent status is set from the agent workspace, not the Chat dashboard See Setting your chat status. - Agents serve chats in the agent workspace, not on the dashboard. They won’t see incoming chats on the dashboard.
- Incoming chats appear in the agent workspace, not the Chat dashboard.
- An agent can initiate chats by accepting new incoming chats, multi-agent chats, and transfer chats.
See Answering a chat. - Clicking a visitor in the Visitor List on the dashboard, opens the chat in the agent workspace.
- When the agent workspace is enabled, the Visitor List (High Load Dashboard) is automatically enabled.
Dashboard limitations
For information about Chat dashboard limitations in the Zendesk Agent Workspace, see Limitations in the Zendesk Agent Workspace. See also Before you migrate.
11 Comments
Why would the visitor list be removed? That is functionality we relied on.
Any chance for following items to be carried over to the agent workspace soon? Or a place I can submit a feature request for these?
End user browser info
Other agents available online
Sending transcript of chat to end user
Hi Josh,
Visitor list has gone through a change because we wanted customers to move to agent workspace for serving chats, we also positioned agent workspace for customers mainly with reactive support use case rather than a proactive chat use case. We understand the benefits that the visitor list brings for our customers but it's a limitation in agent workspace for now.
Hi Cyndi,
All three listed items are part of our backlog, end-user info, and sending transcript are still part of the H2 plan. Agents status is still not prioritized for this year.
Is the visitor list going to come back or?
Please can you confirm if the visitor list will be making a return? This was a very valuable feature and a useful tool to help reduce the dreaded churn!
Hi Josh,
We're still under evaluation, we'll not bring the visitor list functionality in totality on agent workspace but a set of use cases will be addressed by the different initiatives and features. For example following visitor list features will be addressed by the separate products
a) Explore product in future will let admin see the current work assignment for all the agents
b) Omnichannel queue will bring the visibility on the chats that are not yet picked by an agent
Our team leads need to be able to monitor live chats from a QA perspective and offer real-time feedback to newer agents. The visitor list allowed for that easy visibility.
Updated:
We ended up creating a view in Support to show Active chats so that our team leaders could have a "dashboard."
Is there any update on what Cyndi said above, especially regarding more in depth user info? Having aspects such as browser, IP, device, etc are integral for many of our account maintenance processes for security reasons
Arpan Nagdeve
We want to pass some user info to show in agent workspace. this will make our agents life easy in identifying the customer type.
How this can be done?
PS we are using webwidget
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 initiate proactive chats.
Is there any plan to address this by delivering a solution to manually initiate a chat with a website visitor while agent workspace is enabled?
Arpan Nagdeve?
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