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Agent Home Improvements

Answered


Posted Feb 02, 2024

I would like to see the following updates made to Agent Home:

  • Talk channel tickets should be included ASAP (Agents can easily miss/forget about assigned Talk tickets/voicemail tickets since they are not included there - such delays will lead to unhappy customers)
  • Good, Bad and Solved ticket counts clickable under Ticket Statistics as with the legacy dashboard (this allows agents to easily review those tickets, especially bad rated tickets - part of our process is following up on those so they need to be easy to access)

I understand that views can be created to access these things but that means more time spent navigating elsewhere and lessens efficiency. All of these things should be accessible directly from the Agent Home space.

Looking forward to the improvements! 


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3 comments

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Aaron Doane

Zendesk Luminary

Rachel G. thanks for pointing out Talk. We are getting ready to implement Talk, so hopefully that gets added soon. 

For your second point, there has already been a fair amount of activity on this feedback post. 

https://support.zendesk.com/hc/en-us/community/posts/6619328222106--New-Agent-Home-CSAT-stats-are-not-clickable

Thanks!

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Shawna James

Community Product Feedback Specialist

Hello Rachel, 
 
Thank you for taking the time to provide us with your feedback and Aaron for linking this other feedback thread, very helpful! This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Hey there!

We recently enabled the agent home and would also like to point out once again that an easy availability of the reviews would be very helpful.

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