Bring additional customer information from chat into the new agent workspace
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?
Agreed and desperately wanting this, as well as the Country info, made available again to agents.
Any update on this? And is the IP address from the customer also not available?
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!
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
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.
Please sign in to leave a comment.