Why don't I see an agent's current work items when I drill into a live metric?

Question

When I try to see the items of an agent’s current work by drilling into a live metric, I get a message that says: Enable Agent Workspace to view more details.

How do I enable Agent Workspace so that I can see this information?

Answer

Enable Agent Workspace by following the instructions in this article: Activating and deactivating the Zendesk Agent Workspace. After you do, you’ll be able to drill into agent status and their current work items, including tickets, chats, and conversations.