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"New" Agent Home - CSAT stats are not clickable
Posted Jan 18, 2024
Hello Team,
Ticket statistics that showing CSAT are not clickable. In previous "Agent Home" version this option was available and was very useful in order for agents to be aware with their current ticket stats. It will be beneficial if agents would be able to see their rated tickets by clicking on the relevant stats.
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8 comments
Atanas Tomov
+1 on this. Agents are regularly checking their overall productivity satisfaction statistics and being able to proactively check each ticket will allow them to improve themselves independently.
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Shawna James
0
Zac Garcia
Thank you for sharing this @... and Atanas Tomov! We are looking into how to make CSAT stats more digestible when using Agent Home.
Meanwhile, how do you feel about setting up a view to help display the rated tickets? For more, see Support recipe: Creating a view to show CSAT ratings without the legacy agent dashboard.
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Aaron Doane
+1 on this. We got immediate feedback from agents that they were missing this. I entered a ticket asking about this and the recommendation was to create a view, following these instructions.
To create the view similar to the legacy dashboard CSAT
Typically, this would be Any agent.
Status | Greater than | On-hold
If you’re using custom ticket statuses, use Status Category instead of Status. If you don’t have the On-hold status activated, use Pending.
Hours since ticket status Solved | Less than | 169 hours
If you’re using custom ticket statuses, use Hours since status category solved.
The legacy dashboard contains these columns: ID, Subject, Requester, Latest update by requester, Group, and Assignee.
This is unfortunate, as we hoped the updates to Agent Home would reduce the need for views, rather than increase that need. It would be really great to see this feature returned to Agent Home.
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Dan Cooper
This has been the most common piece of feedback we've received since enabling Agent Home earlier this week. Agents like being able to click into a list of their CSAT responses and can't do that anymore.
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Anton Maslov
+1 on this. Multiple agents shared same feedback.
p.s. I'd suggest to merge other threads as well requesting the same feature, so votes are counted properly:
https://support.zendesk.com/hc/en-us/community/posts/6644921996826-Zendesk-Agent-Home-Keep-or-Bring-Back-Legacy-Functionality-to-Select-CSAT-ratings
https://support.zendesk.com/hc/en-us/community/posts/6685755114906-Agent-Home-Improvements
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Justine MacLean
Given one of the key features of the CSAT process is for agents to be able to rectify issues and convert bad CSAT scores to good ones, this is a necessary feature.
I've already created a view for this, but having people see it when they log in each day to do a quick review was much better than it just being in another view.
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Anastasia Kachanova
In our case we already have long list of views for agents to use.
Feedback from the teams using new page is that they need it feature on the same place where it was located before and in general we aim to be more flexible and would love to have ability to customize Agent Home page according to our vision and needs.
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