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 view ticket statistics for CSAT ratings 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 replicates and enhances the CSAT dashboard experience by delivering even more value.
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 CSAT
- 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 CSAT Good + Bad).
- 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 these conditions:
Status | Greater than | On-hold
If you’re using custom ticket statuses, use Status Category instead of Status. If you don’t have the On-hold status activated, use Pending.
Hours since ticket status Solved | Less than | 169 hours
If you’re using custom ticket statuses, use Hours since status category solved.
- 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 Satisfaction, 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 agent dashboard allows for a filter of good vs. bad CSAT, while this view contains both types of ratings in one list. To compensate for this, you can use view filters to drill into the satisfaction type you’re interested in. See Filtering tickets in a view to refine results.
0 comments