A New Look for Zopim Chat Follow

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33 comments

  • Avatar
    Jacob J Christensen

    We have the same need to see available agents at a glance.
    We have a dashboard display either the Monitor or Visitor list (visual), so everyone in the office are able to check who and if we are online.

    If we could somehow dock the Team overlay to one of the sides that would probably work.

    Love the new design otherwise.

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    Anibal Jodorcovsky

    I'm not too keen on the fact that the Visitors page (https://dashboard.zopim.com/#visitors/visitor_list/state) now shows less info than before, forcing me to do more scrolling than before. The more clicks, scrolls and interaction to get to information the worse an interface is. There's some changes in the new interface that I like (the whole panel on the left seems cleaner - although you can't see all agents logged in as many have mentioned). However, having less information (rows) in the visitors page is a step back in my books.

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    Yunen Yeo

    Hi all,
    Thanks for taking the time to explain and elaborate your workflow I am working with the team to try and bring back the logged in agent list onto the side navigation panel, and we ask for your patience in the meantime.

    For the smaller windows problem, we will continue to investigate and look into it for the time being.

    Thank you all for your feedback, and please free to comment anytime to help make Zopim better

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    Ramin Shokrizadeh

    Hi Mel,

    Like Yunen has mentioned earlier, the Team tab is coming back soon. The team are putting the finishing touches on it now.

    As for the chat ratings being exported, exporting chat details does include a column called rating_score and rating_comment in the CSV file.

    You can look at this link to learn more about exporting the chat details to CSV: https://zopimsupport.zendesk.com/hc/en-us/articles/212016688-Browsing-past-chats-in-History

    Thanks,
    Ramin

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    P Mark


    Peeter Mark
    Oct 13, 13:33 PDT

    Hi,

    Asking feedback about the new layout?
    This is what I don't like: http://prntscr.com/ctia7o
    I don't want to have the window to cover all the time my whole screen. If I
    make it smaller, part of it disappears behind the edge.
    Other then that, very nice layout, I like it.

    P Mark
    http://cloudbee.com

  • Avatar
    Yunen Yeo

    @Andrew, the serve next button show work exactly as it should have in the past. This may be a bug. I created a ticket for you, and will get our technical support to look into this issue for you.

  • Avatar
    Yunen Yeo

    Hi All,

    Thank you for your feedback on the logged in agents list. The reason why we took it out is because it is just not scalable to display all the logged in agents in the side navigation panel. I agree that the team modal can be better designed, and we are exploring more options to be able to surface logged in agent list in a better manner so that it is both easy to reach out to any agent at the same time not clutter the side panel.

    Thanks again for taking the time to post your feedback

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    Chris TheKingOfKings (Edited )

    As many I agree that the space between the visitors lines is really too big.
    I can see less visitors than before and it is harder to read because of too much space.
    Just imagine a book with that kind of spaces between the lines, it would be unreadable.
    Please reverse to the previous look as soon as possible.
    IMO a beta test with many customers would be better instaed changing the look " just like that ".

  • Avatar
    Jacob J Christensen

    Nice! Thanks Ramin!

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    Jonas Dunkan

    I just logged in to address the same issue as @Сергей

    By rethinking the dropdown menues on the visitor list page, it should be possible to add an additional 30-40% more chats without compromising the overview

    On another note it would be great if we got the opportunity to showcase the logged in agents on a separate page in a cool view. That said without the need to pay for an additional user

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    Sampath Sri

    I like the new UI except the visitor list view. I can only view maximum of 7 visitors at a time. It is too small. There's wasted space in the top area of the 'Visitor' window.

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    Abhiroop Basu (Edited )

    @Jennifer

    Hi Jennifer, thanks for your question.

    After the upcoming changes to the Product Tray, you will still be able to serve incoming chats using the Zopim topbar icon. There won't be any change to this essential functionality.

    All other dashboard features will require you to open the new tab. However, you can perform all functions from the new tab, without clicking multiple times.

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    Jeroen

    Pretty much agree with all mentioned above. Specifically not being able to see that at least one other agent is online without clicking through various menus.

    The new layout of the Visitors list is not efficient (space wise). As I have multiple windows open typically my browser / chat window is set half (screen) width. Content doesn't size / wrap properly. I have switched browser zoom level to 75%, which makes it work better, but now I need glasses.

    On the positive side, the left hand 'zopim' pane looks a bit nicer since the most recent change. I had no complaints about the old version, it worked fine.

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    Brad Woytovich

    We also need the same ability as described above, not really sure why this was removed with this recent update, but it's the biggest impacting thing to our business, would like to see a fix implemented for this so we can view all of the agent online again without having to move into the "Team" tab.

    While the agents are still listed when you have the chat window open (active or not) it's just more wasted screen space and requires you to scroll (which you often didn't need to do in the old system).

    Last couple of updates to Zopim and Zendesk while great ideas seemed to not be thought out 100% on how they would impact the end users.

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    Müşteri Temsilcisi-1

    Hi,

    We have been using Zopim for years. Our agents need to see online agents on the left frame on Zopim Dashboard because of our type of work.

    Is it possible for you to create a new option on New Zopim Dashboard to see online agents directly on the left frame like former dashboard interface?

    Or is it possible for you to design "Team" window like a chat window? Because it would be better to scroll on the visitor list page while seeing online agents.

    We hope you consider our feedbacks as soon as possible. Because this request is really important for our praticability.

    Thanks,
    Mustafa Gündoğdu

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    Vladimir

    The major issue for us (except agent's list which was mentioned plenty times before) is that now if browser tab(window) with Zopim in it isn't active(been always opened) - it doesn't update the data & all the information on the page untill you open up this tab in your browser, and still you have to wait pretty much time while Zopim will upload everything that happend during period of time while the tab(window) wasn't opened(active).
    For example, I'm a superviser of the group & do my particular job (in other browser tabs(windows), then I want to check how it's going in chat, so I get back to Zopim tab(window) & when I open it up, I can't do nothing, because Zopim starts to upload everything that happened(all the chats been serverd & closed) for whole period of time (could be even few hours) untill sinchronisation will be ended..
    This is very inconvenient

    So the question is: could you bring back the synchronization process like it was before in older version?-Then Zopim has been updating itself all the time even if the tab(window) with it wasn't open (unlike for now).

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    Peter

    We've got the issue of not seeing agents either. Also, default size of the screen on a 13" Macbook PRO retina means I have to scroll across to see number of active visitors, which is annoying. Using the application inside Zendesk. This is when in fullscreen on Safari.

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    Andrew Laidler (Edited )

    I agree with Musteri's comment regarding the team.

    Also, as an Admin, I do not take chats so I am always invisible. On the old dashboard it would help me see when chats were waiting next to the chat request button (would be greyed out as was not online) as well as the visitor list.

    On the new dashboard...you can only see chats waiting on the visitor list and I am not always looking at the visitor list. When you are off the visitor list you can still see the 'chat request' button. So as an admin this was great to see as at a glance I knew a chat was waiting in the queue and was not being served. This feature is not there anymore... could you please look into adding this again?

    Please see below example... viewing analytics but can see chat request button. If enabled again I would be able to see a chat waiting in the queue.

     

     

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    Mike Clericuzio

    As with many others in the string, I too preferred showing on line agents and their status within the left hand view. This provides a quick view for me and my agents that we use frequently. The new option is a poor upgrade.

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    Danilo

    I honestly did not like, according to the comments above is explained because...

    I would write more but I'm very busy now by clicking on the Zoopim chat buttons

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    Genie Skinner

    The inability to see the status of the current agents logged in is a huge problem for us and has caused a great deal of issues. As the administrator, I am often lurking in the background and watching to see if anyone needs help. I know which agents are strong and which ones need more support. When someone goes invisible for break (or answers a phone) and leaves a less capable agent alone on chat I am more alert to supporting them. For the agents, they have lost the ability to easily see their co-workers status when they are busy, and mutli-tasking. It is complicated now to chat another agent, which we do frequently. Also, during our busy times, we often have upward of 150 or more visitors active on our website. The new design spreads out the visitors, and will now wrap them more making it necessary to scroll to see the list. I applaud Zopim for looking for ways to improve their services, and appreciate that continued support but this new design does not meet our needs at all. This is the first time I have considered looking at other chat applications to see if any would be a better fit.

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    Michael Stone (Edited )

    I agree with all of these comments. Definitely need to bring back the ability to view available agents.

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    Jennifer Robichaux

    I have another question related to some more Zopim changes scheduled to occur in Zendesk. It appears that the Zopim shortcut in Zendesk is being moved into the Product Tray. It's described here: https://support.zendesk.com/hc/en-us/articles/228987548#zopim-product-tray However, I'm posting to this forum as my question/concern is closely related with the general feedback I've seen here.

    Will there still be a shortcut to view/access Zopim that does *not* require clicking the Product Tray? It's very important that our team can get into Zopim and see new chats/messages without multiple clicks. We work fluidly between emails (Zendesk) and chats (Zopim) so this information needs to be readily accessible.

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    Jennifer Robichaux

    Our team really misses being able to see the available agents at a glance. Generally speaking, improvements should reduce agent clicks. One of the biggest challenges of working as a chat agent is that every click reduces how quickly we can respond to chats.

    Unfortunately, the changes to the "Team" and "Visitors" both increase the number of clicks that need to be taken in order to find critical information. Please make this information easier to see at a glance.

    As for Zopim's integration with Zendesk - there are a couple of things that can be improved to make this truly seamless.

    1) We'd like to see "user tags" from Zendesk brought back over to Zopim. This change was made almost a year ago and has greatly disrupted our work flow. The "user tags" allowed us to see Zendesk Organization and User data at a glance, without clicking out of Zopim.
    2) Please integrate with Zendesk's "Answer Suggestion" app. Having to locate our Knowledge Base resources in a second tab is a huge inconvenience. The drag and drop function currently available in Zendesk tickets would be a game changer, if made available from Zopim.

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    Melissa Tidy

    It would be so useful to see all the agents on the left panel again!

    Also it would be great to export all the chats that have been rated 'Good' or 'Bad' with the feedback. At the moment, I have to manually go into each chat that has been rated to see if a comment has been made. Not good use of my time.

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    Guy Alony

    the previous look was mor convinient for me. The space between the visitors lines are too big

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    Eddie Heinz

    Same needs as described above. Hard to see which agents are available, online, offline (lunch), etc.

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    Kelli Swygert

    We have the same need to see available agents at a glance.

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    Сергей

    Hello. Your interface takes a lot of useful space of the page http://i.imgur.com/vgcd8dK.png

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    Igor Papirov

    Adding my 5 cents in: I can see a ton less users that are currently on site. It is much harder to see who is doing what (what pages they're visiting, etc). Don't really care about agents.
    Also, the mobile app: in order to switch between Online/Away/Invisible status, I need to click a bunch of times, this used to be done so quickly before!

    Please revert the update

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