Hi all,
I wanted to ask the community if someone has an answer to avoid cherry picking from the agents homepage without going for omnichannel, which I believe the agents would still be able to do it.
Thanks!
Feedback submitted
How to avoid cherry picking from the Agent homepage
- Product Manager
Hi Daniel! Thanks for this feedback. Is this feedback about the new Agent Home experience?
If so, currently the agent will have access to all the tickets assigned to them, via Agent Home. This is similar to how Guided Mode operates with Views, as Francis described above (with Guided Mode, the agent always has access to a "Your assigned tickets" view that shows all tickets assigned to them and they are not forced to Play Mode through).
In all cases, new tickets can be acquired by agents only through Views, or Omnichannel Routing assigning it to them. This gives you total control over cherry picking out of the general inbound queue.
The current experience is built this way, in large part, so agents have the flexibility to prioritize work after it's been assigned to them. That way, based on their knowledge of and interactions with the customer, they can optimize for speedy issue resolution and customer satisfaction. We have learned from many customers that this is especially important to agents when managing Messaging conversations, when agents will often handle more than one conversation at a time.
That said, what does your ideal way of preventing cherry picking look like on Agent Home? How would you like agents to relate to the tickets assigned to them, and how would you like them to be ordered and prioritized? Finally, how many tickets (on average) are assigned to each agent at any one time?
Thanks for posting this, and I look forward to hearing back from you!
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One suggestion is to enable the Guided mode which is available in Enterprise plan, where agents are required to use the Play button to work on the tickets available for them to pick up. If they skip the ticket, it will also reflect on their profile so you can work with them on why they have skipped the ticket. Sending this as a reference: Setting up Guided mode: https://support.zendesk.com/hc/en-us/articles/4408825479066-Setting-up-Guided-mode