If you upgrade your agents to Agent Home, this recipe can help your agents make the transition from using the legacy agent dashboard to manage their work. You must have the Zendesk Agent Workspace to use Agent Home.
With Agent Home, your agents have a one-stop shop for all of their open work. New work is assigned to agents through omnichannel routing (OCR) or by locating tickets within views.
This article includes these sections:
About this recipe
If your team currently uses the legacy agent dashboard to locate available tickets as part of their workflow, switching to Agent Home can require a little more change management. To help your agents make the transition, you can create a view that's similare to the ticket filter in the legacy agent dashboard.
Creating the view
You can create this view in Admin Center and share it with your agents.
To create the view similar to the legacy dashboard
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views. - Click Add view.
- At the top of the page, enter a name for the view (such as Assigned to your groups).
- Enter a Description for your view.
- Select Who has access to this view.
Typically, this would be Any agent.
- Under Tickets must meet all of these conditions to appear in the view, add the condition:
Status | Less than | Pending
If you’re using custom ticket statuses, use Status Category instead of Status.
- Under Formatting options, select the Columns to add to the view.
The legacy dashboard contains these columns: ID, Subject, Requester, Latest update by requester, Group, and Assignee.
- Under Group by, select Priority, then select Descending.
- Under Order by, select Latest update by requester, then select Ascending.
- Save your changes.
Refining the view to match the legacy agent dashboard
The legacy dashboard shows agents relevant tickets by excluding tickets in an agent's groups that are assigned to other agents in those groups. The view described in this article will not filter out tickets assigned to other agents when showing an agent tickets assigned to their groups.
To work around this, agents can filter tickets in the view to show only tickets assigned to the current agent or tickets with no assignee. See Filtering tickets in a view to refine results. This filter will ensure your agents are always looking at the relevant tickets for their workflow.
Summary
You may find that a different view works better for your workflow or that you prefer agents to carry out their workday from Agent Home. Upgrading to Agent Home is a perfect opportunity to refine the views your team uses to serve up work. It is also an opportunity to activate omnichannel routing so your agents can focus on the most relevant work based on their availability and skills.