Replicating Dashboard Functionality after Activating Agent Home

With Agent Home, your agents have a one-stop shop for all of their open work. New work is assigned to agents through Omnichannel Routing, or by locating tickets within Views.

If your team currently uses the Dashboard to locate available tickets as part of their workflow or view CSAT scores, switching to Agent Home can require a little more change management. To help your agents make the transition, you can create views that approximate these ticket filters in the Dashboard. Here’s how:

To create a view similar to the Dashboard's default view:

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. At the top of the page, enter a name for the view (such as Assigned to Your Groups).
4. Enter a Description for your view.
5. Under Tickets must meet all of these conditions to appear in the view, add the condition:
   Status | Less than | Pending (if you’re using Custom Ticket Status, you can use the Status Category attribute instead).
6. Under Formatting options, choose the Columns you want to add to your view. The Dashboard contains the ID, Subject, Requester, Latest update by requester, Group, and Assignee fields. 
7. Under Group by, select Priority, and then select Descending.
8. Under Order by, select Latest update by requester, and then select Ascending.
9. Click Save.

Differences between Dashboard and this view configuration:

The dashboard shows agents relevant tickets by excluding tickets in your Groups that are assigned to other agents in those groups. The view described in this article, on the other hand, will not filter out tickets assigned to other agents when showing an agent tickets assigned to their Groups.

To work around this, agents can filter tickets in the view to show only tickets assigned to the current agent, or tickets with no assignee. For more information, see Filtering tickets in a view to refine results. This will ensure they are always looking at the relevant tickets for their workflow.

You may find that a different view works better for your workflow, or that you prefer agents to carry out their workday from Agent Home. Migration to Agent Home is a perfect opportunity to refine the views your team uses to serve up work, or to enable Omnichannel Routing to let agents focus on the most relevant work based on their availability and skillset.

To create a view similar to the Dashboard CSAT:

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Views.
2. Click Add view.
3. At the top of the page, enter a name for the view (such as CSAT Good + Bad).
4. Enter a Description for your view.
5. Under Tickets must meet all of these conditions to appear in the view, add the condition:
   Status | Greater than | On-hold (if you’re using Custom Ticket Status, you can use the Status Category attribute instead).
6. Under Formatting options, choose the Columns you want to add to your view. The Dashboard contains the ID, Subject, Requester, Latest update by requester, Group, and Assignee fields. 
7. Under Group by, select Priority, and then select Descending.
8. Under Order by, select Latest update by requester, and then select Ascending.
9. Click Save.