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Bring additional customer information from chat into the new agent workspace
Posted Mar 24, 2021
Our customer care agents find a lot of added value in the sidebar information that is available in the chat, where customer browser and platform is listed.
Due to the nature of what we sell, having our agents being able to immediately see if the customer they are chatting with are on a mac computer, windows computer, iphone or android device allowed them to immediately know which of our software the customer is working in, and therefore immediately provide the correct information. Additionally allowing them to see which browser the customer is using helps our agents immediately idenfity if issues our customers are experiencing may be due to an outdated browser.
So in short - having information about platform and browser reduces our chat handling time, and allows our agents to first time fix.
Is it possible to bring this information with us into the chats in the new agent workspace?
17
6 comments
CJ Johnson
Agreed and desperately wanting this, as well as the Country info, made available again to agents.
4
Jamie Martin
Any update on this? And is the IP address from the customer also not available?
1
Dan Ross
We just deployed Agent Workspace to a team of 600 agents today. Turns out this was a feature that was much more important that we expected and is contributing to a higher handle time as we have to ask the customer basic questions we had before.
I would consider this a regression in functionality, please consider prioritizing this data in Agent Workspace!
4
Jason McDonald
Just rolled out Agent Workspace today and found out this information is gone and it was incredibly useful for us to have. Hope this is resolved.
It was not mentioned in this article that this would no longer be available: https://support.zendesk.com/hc/en-us/articles/4408821805338
2
Erin Wilcox
100% agree on this fact. Now knowing all of the information that was held in this sidebar is a major issue for our company as well.
0
Naina Mathur
Hi there,
Thank you for taking the time to provide us with this feedback.
This feature request has been accepted and is on our roadmap in 2024. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
0