Can't See Agent's Work Items in Zendesk?
Discover how to enable Agent Workspace in Zendesk to access detailed information about an agent's current work items.
What should I do if I can't see an agent's work items in Zendesk?
If you can't see an agent's work items in Zendesk, it's likely because the Agent Workspace is not enabled. Enabling this feature will allow you to drill into live metrics and view detailed information about an agent's current tasks.
To enable the Agent Workspace, refer to the instructions in the article 'Activating and deactivating the Zendesk Agent Workspace'. This will give you access to the necessary details about your agents' work. For those using omnichannel routing, the Zendesk Omnichannel: Agent state dashboard is a useful tool to track agent activities.
More related questions
How can I view an agent's current work items in Zendesk?
To view an agent's current work items in Zendesk, you need to enable the Agent Workspace. Once enabled, you can drill into live metrics to see details like tickets, chats, and conversations that the agent is currently handling. To enable the Agent…
Why do I need to enable Agent Workspace in Zendesk?
Enabling the Agent Workspace in Zendesk is essential for accessing detailed information about an agent's current work items. Without it, you may not be able to drill into live metrics to see what tasks an agent is handling. To enable this feature,…
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