Summary
We receive significant chat volume and our agents typically handle 3-4 chats simultaneously. They utilise keyboard shortcuts to tab through the multiple conversations. Having to reach for the mouse each time is certainly not efficient when handling hundreds of chats per day. This feature works without fail in Zendesk chat. However, we intend to activate agent workspace and noticed during tests that keyboard shortcuts do not provide the same value.
Steps to Reproduce
OS - Windows
The shortcuts provided in the overview are:
- "win + ctrl + ." next tab
- "win + ctrl + ," previous tab
If a user has multiple tabs open / ongoing chats, the only way in which they are able to utilise these shortcuts is to click away from the description box, meaning interaction with a mouse is required.
It's challenging to describe the logic in its current state because there doesn't seem to be any consistency. If for example, I click away from the description box, it is possible to tab to the next ticket, but then I need to click in the description box to form a response. Once my cursor is in that description box, the only option available is to click away from it to move to the next tab. This however seems to be intermittent, sometimes I need to click into the description box, sometimes it isn't necessary.
We were informed that a different shortcut is used at Zendesk "ctrl + alt + tab". On a Windows machine, this is opens a quasi-dialogue window by default. Maybe there are alternatives that we're not currently aware of.
Business Impact
With significant volumes on chat, a mouse is required to tab through multiple tabs, slowing agents down and increasing chat handle times. We would expect that such a simple feature would work as it does in the former product.
