| Announced on | Rollout on |
| July 1, 2024 | July 1, 2024 |
Agent Home is gaining new insights and interactions that bring its capabilities in line with the legacy agent dashboard.
This article includes these sections:
What is changing?
We’ve heard from many of you that have migrated to Agent Home that you miss some of the capabilities of the legacy dashboard. These include:
- Drilling into satisfaction rated tickets to review customer feedback.
- Viewing satisfaction statistics for yourself and your team (% satisfaction attainment for the past 60 days).
- Seeing the number of tickets assigned to your groups.
- Reviewing the tickets assigned to your groups, For example, to look for tickets that haven’t been assigned yet.
With this update, these capabilities will be available in Agent Home. Metrics you can explore will be clickable links. Clicking them will take you to a Search page with the relevant tickets for your review. In an enhancement over the legacy dashboard experience, you can further refine your query using Zendesk’s search operators to expand or refine your view of the resulting tickets.
New metrics on Agent Home
Why is Zendesk making this change?
As more customers begin taking advantage of Agent Home, we’ve heard how important some of these reporting interactions are to you. In addition, we plan to roll Agent Home out as a replacement for the legacy dashboard to the wider Zendesk customer base to lay the groundwork for more enhancements to agent workflow management. To preserve continuity with the existing experience, we’re bringing these legacy dashboard capabilities to Agent Home.
What do I need to do?
No action is required on your part. These changes will be applied automatically to your account on the rollout date.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.