We want to make sure our agents have the context panel open just because if it is open it can be a great help, for multiple reasons, to have the interaction history there at all times.
There are two cases where it isn't open:
- The agent hasn't opened it previously
- It has for some reason been closed (I never close the context panel but I regularly find it to be closed when I open up a ticket)
This extra click to open it up isn't a tedious thing it is just often forgotten. And we have no reason to have the context panel closed, everyone has big enough screens today.
Please sign in to leave a comment.