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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