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Agent Workspace - Location Details
Posted Mar 03, 2022
Before enabling Agent Workspace, agents were able to see the location (general city) that customers were chatting in from. With the Workspace enabled, that function is completely gone.
I did find a forum where Malinda addresses that issue a year ago in the comments and confirmed it is not a function within Agent Workspace at that time. It doesn't seem like there has been an update on this.
This is really beneficial for my team to have, especially if they are not familiar with the geography of the service area right away. I'd like to see this added back to the User Context Panel.
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3 comments
Ayush Upadhyay
Hi Angelena Askam,
We plan to bring device metadata like IP based location , language etc in Agent Workspace in the coming quarters.
There will be a community post announcing the availability of the feature when it is available.
Regards,
Ayush
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CJ Johnson
Still not launched and there's no way to tag the product manager who posted here. :(
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Win Stacy
This feature is really needed for chat support in the agent workspace. Is there an ETA on when it will be provided?
Chat agents need to understand where the customers are chatting from at the beginning of the chat. To help provide the correct support related the country the customer is from. Yes, they can ask the customer for their location. But that is an extra question and wasted time. Especially because this detail was previously provided in the Chat app.
Zendesk Support's workaround, is to check the chat history (in the Chat Dashboard) once the chat is completed. This IS NOT a workaround. Once the chat is completed they would have already asked the customer for their location. The agent needs this information at the beginning of the chat not after it has ended.
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