We've tested out the new agent home in our sandbox environment and gathered our engineers feedback. It is of course a welcome change to the current home!
- The "Updates" box should show updates to all of the tickets that you are assigned. This doesn't look to work that way at present
- When you are mentioned on a ticket (@person) this still doesn't actually get logged anywhere for the agent to see. This should be visible on the home screen and would help us a lot. If you miss a tag on a ticket then its gone.
- Having some form of time range for the ticket statistics would be good. It would also be good to see an assigned ticket count for the time range too.
- Being able to see a default home dashboard filter setup would be good. E.g always show these statuses and in this order.
- Some type of browser notification when you are assigned a new ticket with omnichannel routing.
- SLA, MTTR as a metric would be good for our KPI's as we measure these for agents currently.
- Agents here will often get transferred tickets from other agents, notifications of this on the home screen would be very useful.
The main issue stopping us using this in production would be the updates box not showing all the recent updates in your assigned tickets.