Zendesk Agent Home | Demo and Review

Zendesk is a popular customer service platform that offers various tools and features to help agents manage their work efficiently. One of the latest additions to Zendesk is Agent Home, a new page in Support that replaces the standard agent dashboard. In this blog post, we’ll take a look at what this feature is all about and will also discuss some of the limitations and drawbacks, and share our personal conclusions.

Demo

The video starts with Dominic introducing Agent Home as the one-stop-shop for agents to manage all their work, including tickets, messaging conversations, and CCs and followers tickets. He then proceeds to show how Agent Home works in real time, displaying the latest updates and statuses of the tickets assigned to him. He also shows how he can sort and filter his tickets by channel and status, and how he can use the new Recommended sort, which prioritizes live messaging conversations and tickets with the closest SLA breach.

Dominic then switches to the CCs and Followers tab, where he can see all the tickets where he is included as a CC or a follower. He explains that this feature allows him to stay in the loop of the tickets that are relevant to him, but not directly assigned to him. He can also mark the tickets as read or unread, and remove himself from the CC or follower list if he wants to.

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Next, Dominic moves to the Stats tab, where he can see his performance metrics, such as CSAT and solved tickets. He says that this feature helps him track his progress and goals, and also compare his stats with his team’s average. He also mentions that he can access his recently solved tickets from this tab, in case he needs to revisit them.

Finally, Dominic wraps up the demo by highlighting some of the key benefits of Agent Home, such as:

  • It gathers all the tickets assigned to him into a single place, so he doesn’t have to switch between different views or tabs.

  • It shows messaging conversations in real time, with conversation status and latest update visible right from the home page, so he can respond faster and more effectively.

  • It unlocks a front-and-center experience for tickets he is CC’d on and tickets he is following, so he can stay informed and involved in the tickets that matter to him.

  • It enables sorting and filtering by status and channel, and includes a new Recommended sort, which helps him prioritize his work based on urgency and channel.

  • It shows statistics for CSAT and solved tickets, so he can monitor his performance and improvement.

Limitations

While Agent Home seems to be a useful and powerful feature for agents, it also has some limitations and drawbacks that Dominic acknowledges in the video. Some of the main ones are:

  • Agent Home currently supports web, email, and messaging tickets only. Support for talk tickets is coming at a future date, but until then, agents who handle phone calls will not be able to use Agent Home effectively.

  • Agent Home has some limits for displaying tickets, such as 100 most-recently updated tickets per tab. This means that agents who have more than 100 tickets assigned to them, or who are CC’d or following more than 100 tickets, will not be able to see all of them in Agent Home. They will have to use other views or filters to access the rest of their tickets.

  • Agent Home works best for customers who have enabled Omnichannel Routing (OCR), which is a feature that automatically assigns tickets to agents based on their availability and capacity. Without OCR, agents will still have to manually assign tickets to themselves or others, which may reduce the efficiency and accuracy of Agent Home.

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Conclusions

In conclusion, Agent Home is a promising feature that aims to improve the agent experience and productivity in Zendesk. It offers a modernized and streamlined interface that allows agents to manage and prioritize their work from a single page, and also provides them with useful tools and insights to help them perform better. However, Agent Home also has some limitations and drawbacks that may affect its usability and effectiveness for some agents, especially those who handle talk tickets or have a large volume of tickets. Therefore, Agent Home may not be suitable for everyone, and agents should evaluate their own needs and preferences before switching to it.

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Customer Experience, Zendesk, Zendesk SetupGabriel ROCAdemo, Zendesk, agentexperience