Why don't I see an agent's current work items when I drill into a live metric?

Question

When I try to see the items of an agent’s current work by drilling into a live metric, I get a message that says: Enable Agent Workspace to view more details.

How do I enable Agent Workspace so that I can see this information?

Answer

Enable Agent Workspace by following the instructions in this article: Activating and deactivating the Zendesk Agent Workspace. After you do, you’ll be able to drill into agent status and their current work items, including tickets, chats, and conversations. 

Note: Omnichanel routing is the default routing experience for all accounts and trial customers of Zendesk Suite created after December 11, 2024. If you're using omnichannel routing, you can also use the Zendesk Omnichannel: Agent state dashboard to understand how your agents are spending their time.