Our UAT in agent workspace yielded the strong sentiment from our agents that they should be able to ban a visitor from a chat tab without having to open the agent workspace chat dashboard. We understand the workarounds available in this case with regard to banning through ips. However we have found that forcing agents to to open AW chat dashboard, determine the ip of the visitor (because it is not visible in the chat tab), go to settings, and add a new visitor to banned undermines the aim of focusing agents on a single environment in Zendesk. It also changes a two or three click process as-is in Zopim into a 10-12 click process across two tabs in AW.
We also work with institutions that have IP that account for hundreds of users. Banning one troll through an IP adversely affects the customer experience of good-faith visitors wanting to chat with our agents.
The ideal solution from feedback is to have a ban option in the same menu that allows for translation in the chat tab.
Agent sentiment was so strong about this, that it created a major buy-in issue for migrating to Agent Workspace. It is fair to say that we would be migrating now if we had acceptable ban functionality, but we are now waiting until the end of the year to see if a better solution is presented.
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