Is there a way to see just the tickets that are being currently viewed or edited by a specific agent or group of agents?
We have 50+ agents viewing tickets at the same time, and it would be useful if managers could see a list of which tickets their group are currently working on.
Hey Daniel,
When you're looking at a view of tickets you should see an icon next to the ticket which shows that another agent is looking at the ticket. Screenshot below:
I'm afraid there isn't a way to set up a view to only show tickets that agents are currently viewing at this time.
Let me know if you have any other questions for me!
Will there ever be a way to create a dashboard in Explore that can show all tickets currently being viewed? This would be beneficial when trying to monitor an individual agent's activity as well as an entire group. It would also be beneficial to allow supervisors to view tickets at the same time in an incognito mode so it doesn't show the agent that a supervisor is watching.
Hi Brett
This would be extremely helpful to our company as well. Are there any updates on it?
Thanks
Hey Anabela,
It doesn't look like this is on the Explore teams roadmap currently but I'll let them know you're interested :)
Thanks!
Hello Brett,
This feature would be great to have. It is hard to get visibility into how many agents are working at any given time. Even if there were a simple counter that showed the number of agents currently working tickets in a view/queue, that would be immensely helpful for real-team monitoring.
Thank you!
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Hey Jeremy,
There's no plans currently to show this data within Explore, however, I'll be sure to pass this feedback along to our Explore team so they're aware of this need.
Cheers!