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'Incognito mode' for agent monitoring
Posted Dec 23, 2020
The Agent Workspace's default behaviour is to show agents when someone else is viewing the ticket they're working on (via the eye symbol in the top-left of the ticket).
This is usually helpful, but when it comes to live-monitoring agent performance, an agent is likely to act differently when they're aware that their ticket is being viewed.
I'd like to suggest a sort of 'incognito mode' for Zendesk so that managers can monitor agent performance live without them being aware. This was possible in the classic chat dashboard, but is no longer present in the Agent Workspace.
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5 comments
Official
Samir Shah
Hello all,
Thank you for sharing your feedback! We don't have this planned in our near-term roadmap, but I have noted this as a potential addition to Agent Collision.
In the meantime, we will explore this feature request, and if it's something we add to our backlog, I'll post an update in this thread. Thanks!
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Dani
I was pretty shocked when this standard supervisory capability was removed in the Workspace - please consider giving us this important tool to coaching back!
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Christopher Wasmer
We are also missing this important tool. This would be very helpful for controlling and teaching
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Sydney Neubauer
+1 to this feature. Ability to set it invisible on a per ticket basis (so not all the time) AND when it is enabled, see in audit log who enabled it and on which ticket. It should also be configurable by role. Agents should not be able to do this but managers, admins, team leads should.
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Sydney Neubauer
Here is a feedback post you can add your comments to Set yourself to invisible while viewing tickets – Zendesk help
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