To access agent workspace, click here.
AGENT WORKSPACE DASHBOARD
- The “Open Ticket” section shows the total number of open tickets assigned to you
- The “Ticket Statistics” section shows the number of good/bad feedback & solved tickets you’ve received for the week
- The “Magnifying Glass” search option - can plug in a ticket number, email address,or keywords
- Conversations - Stay tuned for more information!
- Depending on what level of support you are assigned to, a chat icon and/or phone icon will appear at the top of the dashboard
- The 4 dot icon will lead to the chat, talk, and guide icons
VIEWS SECTION
The “Views” icon, allows you to see:
- The queues you have access to (your views depend on the team you are assigned to)
The “My Working Tickets” section shows:
- Any pending or open tickets assigned to you, if any
In the “Views” section, click the queue you will be working from. Tickets will populate the page.
- Always work on the oldest ticket first
ASSIGNING THE TICKET TO YOURSELF
Once you are in a ticket, the name of the user will be listed under “Requester
When in the ticket, click "Take it" and it’s recommended to choose the option to “Stay on ticket”, then choose “Submit as Open" to save the changes.
Go to the “Working Tickets” view, and click the ticket to regain access to it or make sure that the open to “Stay within Ticket” is on
CHECKING FOR MULTIPLE TICKETS SUBMITTED FOR THE SAME ISSUE
Remember, to always check if the user submitted more than one ticket for the same issue you are working. Click the name of the user in the left corner to see all past and current tickets.
Click on a ticket to see more details, if needed. This will open another ticket tab so you do not lose track of the original ticket.
Exit out of the newly open ticket, click the ‘x’ option. If you need to merge the ticket due to more than one ticket being submitted for the same issue, see the Ticket Merging Process KB.
Once you’ve exited the 2nd ticket tab, click the ticket number to go back to the original ticket.
USER AND APP SECTION WITHIN AN EMAIL
When a ticket is open, click the “User” icon to view the email address the user has written from. Agents will have the ability to edit the email address with the pencil icon. If applicable, the user phone number will show just below the email address.
In “interactions”, recent past interactions from the user will be visible. To preview communications, hover over each interaction.
Click the “Apps” icon to view Bobo (mini version of OBO), the KCS app, and any recent problem tickets. If the app does not load properly, click the “Refresh” icon.
BOBO lets you see username, tags, etc. The circles located under the picture display various info. This user has a JSS of 100% (The circle is outlined in green). The right/left arrows will also provide more insight into the user.
Click the down arrow, to see the user’s address along with additional options.
Click “User Actions”, to see activity on the account.
Click “Sudo”, to sudo directly into the account.
Click “Suspend/Resume” to see any current or past suspensions.
Under the BOBO section, you’ll find the Knowledge Capture (KCS app). This will show related KB pages based on info the user provided in their ticket. If the option displayed is not what you are looking for, you can type a keyword in the search box to search for other articles.
To read one, click the KB article title link as shown below.
A pop up window will show a preview of the article. If the KB does not fit the issue, click the ‘x’ on the top right to exit. However, If you want to add it to your response, click “Link Article”.
The article will be hyperlinked into the ticket, then add your response.
Further down on the app section, you will see any recent Problem Tickets for easy access.
MACROS
To access macros to help craft a response, click on “Apply Macro”: Remember, this section always defaults to “Internal note”.
You can choose a macro from the list, or type a keyword in the macro search option.
Once selected, the macro will populate in the ticket - edit as needed and always be sure to customize!
To send a response to the user, click “Public reply” from the menu.
TICKET FORM
On the left side of the ticket, scroll down to add the “Root cause”; choose from the drop down menu (Ex: System problem). In some cases, the Root cause may auto populate per the user’s keywords or the macro you’ve added - always double check the info is listed correctly. If not, update.
In addition, the Category and Sub-category fields must be filled in.
SENDING A RESPONSE
Once you’ve completed the left side of the form and finished writing a response, submit as “Solved” (if no further info is needed from the user).
Use “Pending” if you need more info from the user. If no response received on a pending ticket after 3 days, the ticket will automatically close.
ESCALATING TO ANOTHER DEPARTMENT
If a ticket needs to be escalated to another team, type the name of the department in the “Assignee” field and/or use the drop down menu.
Click the correct department (In this case the department is Payment Operations - PayOps).
IMPORTANT: When re-assigning a ticket to another team, make sure you are selecting the group with the numbers at the end, like below:
Make sure to include “Internal Notes”, summarizing the issue so the other department is aware of the situation.
Submit the ticket as “Open” to escalate to the PayOps department.
IMPORTANT NOTE:
There are times when a user responds on a ticket and the agent may not see the full user response. Click the ellipses and click “view original email” to see the user’s full response. This is important so nothing is missed before responding
On the dashboard, click on the chat bubble to set your status to online.
When a chat comes in you’ll see the option to “Accept”. Once accepted it will open the chat window within the ticket.
EVENTS
To view events, click on the following icon:
READ MESSAGE INDICATOR
The interface allows an agent to view whether or not the user has viewed their message sent.
DIFFERENTIATING AN AGENT FROM A USER
Agent responses will have a tiny person icon by their response, while user responses will not
SENDING AN EMAIL DURING A LIVE CHAT
You have the option to send an email during a live chat without disconnecting, if needed. Choose the email option, compose your email, and click “Submit”. Then choose the “Chat” option and you can continue the conversation with the same user.
ACTIVE/INACTIVE CHAT STATUS
The chat will show as active if a message has been sent/received within 3 minutes. If no messages are sent/received within 3 minutes the status will show as inactive (Note: The chat is still connected to the user despite showing as inactive).
INTERNAL CHAT NOTE
The option to add an internal note, email the user while staying connected to the chat, or if applicable an option to call the user will be available.
After entering internal notes, to save it to the chat or ticket thread, click “submit as open”
USER AND APPS SECTION WITHIN A CHAT
Within an active chat , click the “User” icon to view the email address the user has written from. Agents will have the ability to edit the email address with the pencil icon. If applicable, the user phone number will show just below the email address.
In the “Chat Visitor Path”, you can view all KB’s or Upwork web pages the user has visited before initiating a chat.
In “interactions”, recent past interactions from the user will be visible. To preview communications, hover over each interaction.
SEND A MESSAGE
After finishing your response to the user, click “send” or hit the “enter” button on your keyboard.
When a user is typing you’ll be able to see 3 dots.
END A CHAT
Click the “End Chat” or “Submit as Solved”.
A confirmation message will appear
TAKING MULTIPLE CHATS
Once you accept your 2nd chat, you will see two active chats appear with a green bubble. Any other tickets you may be working on will appear within the tabs as well.
Hovering over the tab will allow you to preview the message from the user and it will show how many messages the user has sent. In this example, there is one unread message.
AGENT WORKSPACE TABS
TRANSFERRING A CHAT TO ANOTHER AGENT OR GROUP
Click on “Select Assignee”, type in the name or department. If there is a green bubble next to the agent name they are online. Click the agent name and a confirmation pop up box will appear. Click “Assign”.
IMPORTANT: Before transferring a chat to an individual agent, make sure you have pinged them in Slack and have permission to send the chat over. Never transfer a chat to an individual agent without getting confirmation first.
IMPORTANT x 2: When transferring a chat to a group, make sure you are selecting the group with the numbers at the end, like here. Be aware that if you receive a popup that says the chat will END, this means that agents aren’t available to take the chat in that team at this time. Close out of that popup otherwise the chat will end. If you receive a message the chat will transfer, this is exactly what you want and you can accept.
INCOMING CHAT SOUND NOTIFICATIONS
To change the incoming chat sound, click on the cube icon, and select “Chat”
CHAT SHORTCUTS
Click the 4 square icon on the top right corner > click Chat
Click ‘Settings’ on the left bar > Shortcuts > Add Shortcut on the top
Ensure ‘Me Only’ is selected
Add your shortcut text and message > Click ‘Create shortcut’.
Remember:
Please be mindful of creating too many personal chat shortcuts. We do have plans to have a variety of CS shortcuts for everyone to choose from and move away from personal created macros.
Change your phone status to “Online” by clicking the phone icon on the Agent Workspace dashboard. If needed you can also enter a phone number, then click on the “Call” button to make an outgoing call.
The phone panel can also be assessed from within the body of the chat by selecting “Call” and also on the right of the ticket under the “User” option by clicking the phone number listed.
Do we have settings for Talk that will allow us to send rings to our computers vs. our headsets? i.e. so we can still hear the ring if our headset is off
Not at this time directly in Talk. But, you should have the ability to update your playback settings on your device.
Do we have access to all our ZD apps in Agent Workspace? i.e. Tymeshift, BOBO, KCS, etc.
Yes!
How can we see if chats are waiting in the queue?
Within Agent Workspace, click the 4 square icon on the top right corner > click Chat > click ‘Visitors’ on the left bar - any chats queuing should display here.
Can we have more than one Agent Workspace instance open at a time?
We do recommend only using one Agent Workspace instance. The beauty of this platform is it’s a one-stop shop! You can have multiple tabs open within Agent Workspace without needing more than one instance opened. Be sure to download the ZD Quicktab extension to help with this!
How do we see if another agent is available to transfer a chat to them?
Type their name in the “assignee” section of the ticket. If they have a green circle, that means they’re available. Be sure to ping them in Slack to ask if they are available to take the chat! This will help the agent be ready for it as Agent Workspace will just pop it in their dashboard with no warning sound or accept button.
If we type in the Internal Note section and switch to chat/email, will our notes still show up?
They will! Just be mindful that if you submit the ticket, it’ll save your internal notes. If you don’t want them to be in the ticket, just be sure to delete them first.
Can we add our own personal shortcuts for chat?
Yes, but please be mindful of creating too many personal chat shortcuts. We do have plans to have a variety of CS shortcuts for everyone to choose from and move away from personal created macros. Within Agent Workspace, click the 4 square icon on the top right corner > click Chat > click ‘Settings’ on the left bar > Shortcuts > Add Shortcut on the top > ensure ‘Me Only’ is selected, then add your shortcut text and message > Click ‘Create shortcut’
When we move from Zopim, will our current personal shortcuts for chat be saved? Or, do we have to recreate those?
As it’s just the UI that is changing, any created personal macros are safe and will be carried over!
How do we transfer a chat to a supervisor?
You’ll transfer through the assignee section just like an agent to agent transfer. Just be sure your TL knows you’re sending them a supervisor chat by pinging them in Slack and ensure they confirm they’re ready to take it.
Can our TLs shadow our chats still? Can we shadow a buddy if we’re doing peer shadowing?
Yes and yes! If the other person goes into the ticket, they’ll be able to see the entire chat happening. They’ll be invisible to the customer, but you can see them in the ticket on the top, left-hand corner of the chat. They cannot chat, though. They can only chat to the customer if you transfer the ticket to them.
How do we see the email address the customer is emailing us from?
Click ‘User’ on the top, right-hand side next to ‘Apps’.
How does the email/chat feature impact FCR?
1 public reply in a chat is what will hit FCR. If an email is sent during a chat or after a chat is finished, it’ll still be counted as 1 public reply.
Is it possible to get a list of supported file types that we can send to the user during chat/ticket? Maximum file size?
PDF (.pdf), PNG (.png), JPEG (.jpeg), GIF (.gif), & Text (.txt) with a size limit of 20 MB.
Can we change the chat sound notification?
Yes! Within Agent Workspace, click the 4 square icon on the top right corner > click Chat > click ‘Settings’ on the left bar > click ‘Personal’ > ‘Sounds & notifications’ from the top > click the dropdown to access different chat sounds and click ‘Save changes’.
Can we transfer to another group e.g. CL Support if there are no agents available to take our chat?
Yes! It’ll put your chat in the queue and it’ll alert to the next available agent.
Can we send embedded links via chat?
Not at this time. We can just post the entire URL.