How to view agents work

5 Comentários

  • Christine Felicia
    Zendesk Engineering
    Hi Darren,

    Explore features a prebuilt live dashboard that displays important information about your Zendesk products in near real-time, in one place.
     
    To access the live dashboard:
    1. In Zendesk Support, open the product tray.
    2. Click the Explore icon ().
    3. From the list of dashboards, choose the Live dashboard.
       
    Please note that the feature is available for Explore Enterprise plans, and requires the following product versions. If you don't have a particular product, it will not be displayed in the dashboard:
    • Zendesk Support Professional or Enterprise
    • Zendesk Talk Professional or Enterprise
    • Zendesk Chat Professional or Enterprise 
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  • Darren Blakemore

    Hi Christine

    Thanks for the reply but I think I probably should have explained better, sorry.

    How do I configure a manager, to see a dashboard that ONLY shows his teams activities etc?

    I also assume he would only be able to get to this via Explore? Can it not be added to his dashboard in his agent view???

    Cheers

    Darren

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  • Christine Felicia
    Zendesk Engineering
    Hello Darren,

    If you are referring to the Support Agent Dashboard to view agent's activities, the Agent Dashboard cannot be modified or customized. The data that appears in the dashboard are "tickets that is assigned to the agent", "recently updated tickets" and "tickets requiring attention". You cannot change the appearance or select data that appears in the dashboard, this applies for both agents and admins on the account.

    Support Agent Dashboard:

     
    Aside from the live dashboard in Explore, you can also make use of Ticket Views where you can see tickets based on certain conditions. This is another way to easily see or track your agents and tickets activities such as ticket opens, solves, how many tickets are assigned to an agent, etc,.

    To create custom Views, you can refer to our article: Adding views and Best practices for creating views.
     
    You can also submit a ticket with us directly so we can help you out! See Contacting Zendesk Customer Support.
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  • Darren Blakemore

    OK So if a manager goes in to explore, what agents will be included in the data he sees.

    There is no tangible way, that I see in ZD, between agents and Managers, so how do I ensure he only sees HIS agents activities????

    Is it a case of simply adding him to the agent groups???

     

    Thanks

    Darren

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  • Christine Felicia
    Zendesk Engineering
    Hi Darren,
     
    If you will be using Ticket Views, you can add the agent (manager) to a group to restrict their permissions when viewing tickets and limit it to agents that belong to a group. You can create a shared view (admin created) or personal view (user created) to view tickets.
     


    If you will use Live Dashboard in Explore, users will Explore access/permissions can see all ticket data in the account, and cannot be limited to just specific agents.
     
    Explore roles:

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