This article provides an overview of the Chat dashboard and navigation menu, which allows agents to configure their Chat settings, view relevant information, and access the Chat window.
Note: The information in this article applies to agents on Chat accounts using the classic dashboard. If you are on a Chat + Support account using the Agent Workspace, see Using the Chat dashboard with the Zendesk Agent Workspace.
This article includes the following sections:
Overview of the Chat dashboard
When you open Zendesk Chat, the Chat dashboard appears. The interface has the following sections:
- The sidebar menu, the area down the left side of the interface, with navigation buttons to major features.
- The main window, where the page or feature selected in the sidebar is displayed.
The sidebar menu
The sidebar menu runs down the left side of the Chat dashboard. It includes a number of options and icons to navigate you to major feature areas, or configure settings. Clicking a menu icon or option opens the related page in the dashboard's main window.
Note: The options displayed in the sidebar may vary depending on your permissions.
|The Chat icon at the top of the sidebar displays the copyright information related to your Chat installation.|
|The Availability menu displays your current availability setting, and allows you to change your availability. See Configuring your chat availability settings for more information.|
|The Home icon displays an analytics overview, as well as links to commonly-used sections.|
|The Visitors icon displays the Visitors activity page, which shows real-time information on current visitors to your site. See Browsing your site's visitors for more information.|
|The History icon displays details about your visitors and chats. See Browsing past chats in History for more information.|
|The Analytics icon displays a reports on your chat and agent activity. See Monitoring chat activity with analytics for more information.|
|The Monitor icon displays real-time metrics about chat volume, agent performance, and visitor experience. See Monitoring real-time chat metrics for more information.|
|The Settings icon expands to display a number of menu
options related to your Chat settings:
|The Team icon expands to display your options for viewing team information. Agents are likely limited to viewing which agents and departments are signed in to Chat.|
|The Serve chat button displays the Chat window when a chat is in the queue. See Serving chats in the Chat dashboard for more information.|
I enabled the trial of chat this weekend and was in the dashboard and stepping through details. This morning when I logged into Zendesk, there is no chat option or dashboard that I can find anywhere. Who can help direct me?
After logging in to your Zendesk account, you can access the Chat page by clicking on the Zendesk products icon from the upper right corner, and selecting "Chat".
After clicking on that, you will be redirected automatically to the Zendesk Chat page. Thank you and have a wonderful day ahead!
Would it be possible to change the chat dashboard view so that instead of the agents display name we could see their actual names?
This would be a much appreciated update as there would be no need to memorize display names.
Here's an example:
The following can be changed from the agent's personal settings.
The agents can change their display name from Settings > Personal.
Thanks for that @...!
I actually did knew about that.
The thing is, my agents use aliases in their display names as to avoid the possibility of being identified by customers as some of my agents have pretty unique names.
However, to make it easier for us to identify who's actually online, being able to see who's online by NAME and not DISPLAY NAME would be very helpful.
A much much better option as we're all about improvement would be the ability to choose from Display name / Full name to show in the dashboard.
Hopefully it's not to demanding and a solution is plausible =)
No worries, we do appreciate this feedback coming from you. I would highly advise posting this as product feedback on our Chat product feedback page, here.
Thank you and have a wonderful day ahead!
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