In focus: Customizing agent details in Radar

Managing agent performance just got smarter!

Imagine having all the key details about your agents right at your fingertips. That's exactly what the Agent Details feature in Radar offers. Whether it's their pictures, names, statuses, or ticket metrics and performance indicators, this feature is your command center for managing and supporting your team.

And now we've taken it up a notch!

What's new?

• Customizable view: You can now choose which specific agent detail cards you want to see.
  

          

• Team visibility: Curious about which teams an agent belongs to? This new feature gives you a clear view into their roles and responsibilities so you can delegate tasks easily. 

    

              

• Quick access to tickets: Say goodbye to endless clicks and filters. Now you can instantly view open, on-hold, and overdue tickets at a glance. 
  

  

Let's see how customization helps users in real-life scenarios:

• Sarah, the real-time supervisor: During peak hours, Sarah needs real-time updates. By keeping only the Live Traffic and Tickets cards enabled, she can quickly identify overwhelmed agents and reassign tasks to ensure smooth operations.

• Alex, the analytics lead: Alex's focus is on creating detailed performance reports. With cards like Traffic Analysis and Average Handling Time, he can spot trends and provide actionable insights without distractions.

• Priya, the operation manager: Priya's work varies throughout the day. She prioritizes ticket metrics during her daily tasks but switches to performance graphs for quarterly planning.
  

Why customization matters

• It helps you focus on the data that matters most to you.

• It eliminates distractions and keeps your screen clutter-free.

• It enables you to adapt your view effortlessly as priorities shift.
  

These features are available for both Android and IOS users. For any questions or further assistance, please reach out to our support team at support@zohodesk.com or leave your feedback in the comment section below.

 

Regards,

Prabin Raj R| Zoho Desk

• Topic Participants

• Raj R

  

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