Recently we were joined by the product team as they shared the impacts of moving to Agent Workspace. Here they showcased actionable insights, especially for chat customers, and a deep dive into some best practices for making a move while highlighting exciting enhancements to the agent experience that will supercharge your agent productivity. They also took time to answer questions submitted by members of the community and address product feedback!
Video Recording
Questions from the Q&A
Q: Do you have updates on when Skills-based routing will be available for Messaging?
A: Yes! We have Omnichannel routing available for Agent Workspace.
Resources:
Enabling and configuring omnichannel routing
Q: What knowledge search/create related app changes were made for Agent Workspace?
A: Agent Workspace integrates directly with the Guide via the knowledge section in the context panel, where you can see Guide articles alongside your support tickets.
Q: Are there plans to allow your customers to control the context panel in some fashion? Our preference would be to default to having apps open, as we require our agents to validate customers there.
A: Yes! With the Flexible Layout enhancements. This will give admins/agents more flexibility in how the context panel displays specific areas.
Q: Is the legacy chat trigger functionality going to be moved over to Zendesk Support triggers?
A: Chat triggers can still be configured within the Chat dashboard section, but we are looking at options to move all trigger configurations under one location.
Q: Do we have to be migrated when the auto-activated is set up? We don't use Chat or Guide, so there are not that many benefits. If both interfaces are supported, it would be better to have the option to choose which interface we want to use unless the current/old one is deprecated.
A: Yes, if you have received the communication that your account will be moved to Agent Workspace, then it will be migrated. Even if you don't have Chat or Guide setup, the new UI is where are doing all the new feature developments, and features like native redaction, custom ticket statuses, layout builder, intelligent triage, and smart assist all will be on AW.
Q: If existing Support groups include a duplicate of a Chat dept name, is there a best practice for creating new group names for the former chat depts?
A: It would depend on the workflow. Generally, it is ok to merge them together as a single one, but for some workflows, there might be a need to create a separate group for the former chat dept.
Q: Are you going to support both interfaces, or are you going to deprecate the old UI, and we have to migrate?
A: We don't have a date for the EOL of the standard interface, so we will support both for the time being.
Resources from the event
Presentation Material:
2 Comments
Q: Do you have updates on when Skills-based routing will be available for Messaging?
A: Yes! We have Omnichannel routing available for Agent Workspace.
Resources:
Enabling and configuring omnichannel routing
I believe the question was misunderstood. They are asking about skills based routing, which is not yet available as part of omnichannel routing. Skills based routing is where you define "skills" for each agent, and Tickets are then routed to the agents based on those skills.
So far skills based routing only works with a skills-based view / skill match view.
Shayan Moussawi Thanks for pointing this out. I agree, there was a misunderstanding. Here's a more accurate answer.
Q: Do you have updates on when Skills-based routing will be available for Messaging?
A: We're currently targeting June 2023 for supporting Messages with skills in omnichannel routing. Currently skills in omnichannel routing is available an EAP, but this is for tickets only (no calls or messaging conversations). To learn more about the EAP, see What is the skills in omnichannel routing EAP? You can sign up for the EAP here if you want to try it out with tickets while you wait for messaging support.
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