Support recipe: Creating a view to show CSAT ratings without the legacy agent dashboard

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<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Views</span>
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<p class="p">If you upgrade your agents to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" rel="noopener" target="_blank">Agent Home</a>, this recipe can help your agents make the transition from using the legacy agent dashboard to manage their work. You must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" rel="noopener" target="_blank">Zendesk Agent Workspace</a> to use Agent Home. </p>
<p class="p" dir="ltr">With Agent Home, your agents have a one-stop shop for all of their open work. New work is assigned to agents through <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" rel="noopener" target="_blank">omnichannel routing (OCR)</a> or by locating tickets within views.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_hml_jk4_jzb">
<li class="li"><a class="xref" href="#topic_fm4_xxt_mm">About this recipe</a></li>
<li class="li"><a class="xref" href="#topic_w3y_3j4_jzb">Creating the view</a></li>
<li class="li"><a class="xref" href="#topic_hsd_mj4_jzb">Refining the view to match the legacy agent dashboard</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fm4_xxt_mm">
<h2 class="title topictitle2" id="ariaid-title2">About this recipe</h2>
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<p class="p" dir="ltr">If your team currently uses the legacy agent dashboard to view ticket statistics for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" rel="noopener" target="_blank">CSAT ratings</a> as part of their workflow, switching to Agent Home can require a little more change management. To help your agents make the transition, you can create a view that replicates and enhances the CSAT dashboard experience by delivering even more value.</p>
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<h2 class="title topictitle2" id="ariaid-title3">Creating the view</h2>
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<p class="p">You can create this view in Admin Center and share it with your agents.</p>
<p class="p"><strong class="ph b">To create the view similar to the legacy dashboard CSAT</strong></p>
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<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png"> <strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Add view</strong>.</li>
<li class="li" dir="ltr">At the top of the page, enter a name for the view (such as <strong class="ph b"><strong class="ph b">CSAT Good + Bad</strong></strong>).</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Description</strong> for your view.</li>
<li class="li">Select <strong class="ph b">Who has access</strong> to this view.
<p class="p">Typically, this would be <strong class="ph b">Any agent</strong>.</p>
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<li class="li" dir="ltr">Under <strong class="ph b">Tickets must meet all of these conditions to appear in the view</strong>, add these conditions:
<p class="p"><strong class="ph b">Status</strong> | <strong class="ph b">Greater than</strong> | <strong class="ph b">On-hold</strong></p>
<p class="p">If you’re using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575861018" rel="noopener" target="_blank">custom ticket statuses</a>, use <strong class="ph b">Status Category</strong> instead of <strong class="ph b">Status</strong>. If you don’t have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458" rel="noopener" target="_blank">On-hold status activated</a>, use <strong class="ph b">Pending</strong>.</p>
<p class="p"><strong class="ph b">Hours since ticket status Solved</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">169 hours</strong></p>
<p class="p">If you’re using custom ticket statuses, use <strong class="ph b">Hours since status category solved</strong>.</p>
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<li class="li" dir="ltr">Under <strong class="ph b">Formatting options</strong>, select the <strong class="ph b">Columns</strong> to add to the view.
<p class="p">The legacy dashboard contains these columns: <strong class="ph b">ID</strong>, <strong class="ph b">Subject</strong>, <strong class="ph b">Requester</strong>, <strong class="ph b">Latest update by requester</strong>, <strong class="ph b">Group</strong>, and <strong class="ph b">Assignee</strong>.</p>
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<li class="li" dir="ltr">Under <strong class="ph b">Group by</strong>, select <strong class="ph b">Satisfaction</strong>, then select <strong class="ph b">Descending</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Order by</strong>, select<strong class="ph b"> Latest update by requester</strong>, then select <strong class="ph b">Ascending</strong>.</li>
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<strong class="ph b">Save</strong> your changes.</li>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hsd_mj4_jzb">
<h2 class="title topictitle2" id="ariaid-title4">Refining the view to match the legacy agent dashboard</h2>
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<p class="p">The legacy agent dashboard allows for a filter of good vs. bad CSAT, while this view contains both types of ratings in one list. To compensate for this, you can use view filters to drill into the satisfaction type you’re interested in. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5430058226330" rel="noopener" target="_blank">Filtering tickets in a view to refine results</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> Agents in a custom role without permission, can't filter views. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" rel="noopener" target="_blank">Creating custom roles and assigning agents</a>.</div>
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