Support recipe: Creating a view to replicate 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">Upgrading to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" rel="noopener" target="_blank">Agent Home</a> changes the Zendesk legacy agent home page experience and replaces it with a new home page experience. 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. 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">If your team uses views to find new and open tickets, this change in the home page experience will not affect your views and you can expect very little effort to support the transition. However, if your agents regularly use the legacy dashboard to view new or open tickets, you may want to <a class="xref" href="#topic_w3y_3j4_jzb">create an additional view</a> that will return the same tickets the legacy dashboard provided. This way, agents can easily shift from using the dashboard to a using a view.</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_qqc_l1q_jzb">Summary</a></li>
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<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 locate available tickets 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" rel="noopener" target="_blank">create a view</a> that's similar to the ticket filter in the legacy agent dashboard.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_w3y_3j4_jzb">
<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</strong></p>
<ol class="ol" id="topic_w3y_3j4_jzb__ol_qzh_z5p_jzb">
<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">Assigned to your groups</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 the condition:
<p class="p"><strong class="ph b">Status</strong> | <strong class="ph b">Less than</strong> | <strong class="ph b">Pending</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>.</p>
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<li class="li">Under <strong class="ph b">Tickets can meet any of these conditions to appear in the view</strong>, add these conditions:
<p class="p"><strong class="ph b">Assignee</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">(current user)</strong></p>
<p class="p"><strong class="ph b">Assignee</strong> | <strong class="ph b">Is</strong> | <strong class="ph b">-</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">Priority</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_qqc_l1q_jzb">
<h2 class="title topictitle2" id="ariaid-title4">Summary</h2>
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<p class="p" dir="ltr">You may find that a different view works better for your workflow or that you prefer agents to carry out their workday from Agent Home. Upgrading to Agent Home is a perfect opportunity to refine the views your team uses to serve up work. It is also an opportunity to activate omnichannel routing so your agents can focus on the most relevant work based on their availability and skills.</p>
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