Using the Chat dashboard with the Zendesk Agent Workspace

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<p id="docs-hc-snippet" style="display: none;">Because theZendesk Agent Workspaceprovides unified conversations across Chat and Support, this impacts some features on the Chat dashboard. This article describes how the Chat dashboard works with the Zendesk Agent Workspace.</p>
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<p class="p" dir="ltr">Because the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a> provides unified conversations
across Chat and Support, this impacts some features on the Chat dashboard. This article
describes how the Chat dashboard works with the Zendesk Agent Workspace.</p>
<p class="p">For information about Chat dashboard limitations in the Zendesk Agent Workspace, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821805338#topic_f2b_hgp_wnb" target="_blank">Limitations in the Zendesk Agent Workspace</a>.</p>
<p class="p" dir="ltr">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li" dir="ltr"><a class="xref" href="#topic_dt4_lvl_mkb">About the Chat dashboard</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_z1l_wvl_mkb">Opening the dashboard</a></li>
<li class="li"><a class="xref" href="#topic_j5d_rvl_mkb">#topic_j5d_rvl_mkb</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dt4_lvl_mkb">
<h2 class="title topictitle2" id="ariaid-title2">About the Chat dashboard</h2>
<div class="body">
<p class="p" dir="ltr">When using the Zendesk Agent workspace, the Chat dashboard is available for
managing Chat settings, but not for serving chats. Chats are disabled on the Chat dashboard
to prevent cross-chat confusion between the Agent Workspace and the dashboard. </p>
<p class="p" dir="ltr">Administrators can use the dashboard for most other chat-related tasks, including
viewing a list of active visitors, viewing chat history, monitoring chat volume, managing
chat tags, and managing chat settings, but there are some limitations. For details, see
<a class="xref" href="#topic_j5d_rvl_mkb">Dashboard limitations</a>. </p>
<p class="p" dir="ltr"><img class="image" id="topic_dt4_lvl_mkb__image_agr_k1m_mkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_chat_dashboard_diagram.png" width="600"></p>
<p class="p" dir="ltr">In addition to disabling chats, collections of Chat agents are now managed as
Support groups, instead of Chat departments. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821752346" target="_blank">Managing groups of agents in the Zendesk Agent Workspace</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1l_wvl_mkb">
<h2 class="title topictitle2" id="ariaid-title3">Opening the dashboard</h2>
<div class="body">
<p class="p" dir="ltr">You open the dashboard, the same way you open a standard Chat dashboard. </p>
<p class="p" dir="ltr">To open the dashboard: </p>
<ul class="ul" id="topic_z1l_wvl_mkb__ul_b4b_dyl_mkb">
<li class="li" dir="ltr">Click the Zendesk Products icon (<img class="image" id="topic_z1l_wvl_mkb__image_zjw_5rh_bhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/admin_center_product_icon.png">) in the top bar, then select <strong class="ph b">Chat</strong>.</li>
</ul>
<div class="p" dir="ltr">When chats are disabled on your dashboard: <ul class="ul" id="topic_z1l_wvl_mkb__ul_cny_3yl_mkb">
<li class="li">Agents set their chat status in the Agent Workspace instead of the dashboard. They
don’t see a chat status menu on the dashboard.
<div class="tablenoborder">
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<col>
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<td class="entry row-nocellborder" dir="ltr"><img class="image" id="topic_z1l_wvl_mkb__image_vj4_m1m_mkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_chat_dashboard_status.png"></td>
<td class="entry row-nocellborder" dir="ltr">Agent status is set from the Agent Workspace, not the Chat
dashboard</td>
<td class="entry cellrowborder" dir="ltr">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824439194#topic_j53_h5h_bhb" target="_blank">Setting your chat status</a>.</td>
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</tbody>
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</div>
</li>
<li class="li" dir="ltr">Agents serve chats in the agent workspace, not on the dashboard. They won’t
see incoming chats on the dashboard.
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_z1l_wvl_mkb__table_fjz_syl_mkb" rules="all" summary="">
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<td class="entry row-nocellborder" dir="ltr"><img class="image" id="topic_z1l_wvl_mkb__image_qhj_31m_mkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_chat_dashboard_answer.png"></td>
<td class="entry row-nocellborder">
<ul class="ul" id="topic_z1l_wvl_mkb__ul_hjz_syl_mkb">
<li class="li" dir="ltr">Incoming chats appear in the Agent Workspace, not the Chat
dashboard. </li>
<li class="li" dir="ltr">An agent can initiate chats by accepting new incoming chats,
multi-agent chats, and transfer chats.</li>
</ul>
</td>
<td class="entry cellrowborder" dir="ltr">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824439194--Draft-Serving-chats-in-the-Zendesk-Agent-Workspace-EAP-#topic_zbx_bxd_chb" target="_blank">Answering a chat</a>.</td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">Clicking a visitor in the <strong class="ph b">Visitor list</strong> on the dashboard opens the chat in the
Agent Workspace. <div class="p">
<img class="image" id="topic_z1l_wvl_mkb__image_bp3_41m_mkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_chat_dashboard_visitor.png"><div class="note note">
<span class="notetitle">Note:</span> If messaging is active on your account, the Visitor
list on the Chat dashboard is deactivated.</div>
</div>
</li>
<li class="li">When the agent workspace is enabled, the <strong class="ph b">Visitor List (High Load Dashboard)</strong> is
automatically enabled.</li>
</ul>
</div>
</div>
</div>
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