Agent Home was built with the latest innovations in Zendesk's customer experience offering in mind. As a one-stop shop for all your work, Agent Home pairs fluidly with Omnichannel Routing.
With Omnichannel Routing available, your team will never need to visit another screen. Agent Home will show all work assigned by Omnichannel Routing alongside your CC'd and Followed messages, without visiting Views. When a ticket is assigned, it will appear next time you load Agent Home, and an inbound Messaging conversation will appear on the next load of Agent Home after the agent accepts it.
Agents are still free to visit Views to see what's further down the queue.
If your agents are finding Agent Home suitable as a one-stop shop, we'd love to hear your story here! If they are still visiting Views, even with Omnichannel Routing available, we'd love to better understand your workflow as we build the central hub for increasing agent efficiency. Please share about it below or in a new post!