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'Incognito mode' for agent monitoring

Related products:Support
  • December 23, 2020
  • 5 replies
  • 21 views
L

The Agent Workspace's default behaviour is to show agents when someone else is viewing the ticket they're working on (via the eye symbol in the top-left of the ticket).

This is usually helpful, but when it comes to live-monitoring agent performance, an agent is likely to act differently when they're aware that their ticket is being viewed.

I'd like to suggest a sort of 'incognito mode' for Zendesk so that managers can monitor agent performance live without them being aware. This was possible in the classic chat dashboard, but is no longer present in the Agent Workspace.

    5 replies

    D
    • Dani12
    • August 2, 2021

    I was pretty shocked when this standard supervisory capability was removed in the Workspace - please consider giving us this important tool to coaching back!

      C

      We are also missing this important tool. This would be very helpful for controlling and teaching

        Sydney11
        • Sydney11
        • November 16, 2023

        +1 to this feature. Ability to set it invisible on a per ticket basis (so not all the time) AND when it is enabled, see in audit log who enabled it and on which ticket. It should also be configurable by role. Agents should not be able to do this but managers, admins, team leads should.

          Sydney11
          • Sydney11
          • November 16, 2023

          Here is a feedback post you can add your comments to Set yourself to invisible while viewing tickets – Zendesk help

          Samir12
          • Samir12Product Manager
          • Product Manager
          • April 5, 2024

          Hello all,

          Thank you for sharing your feedback! We don't have this planned in our near-term roadmap, but I have noted this as a potential addition to Agent Collision.

          In the meantime, we will explore this feature request, and if it's something we add to our backlog, I'll post an update in this thread. Thanks!

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