FEATURE REQUEST : ability to turn on/off Queue Position

Beantwortet

7 Kommentare

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks Jon for sharing your feedback. Currently, we have no plans to offer the removal of the queue position in the widget experience.

    If you want it removed, you will need to build a custom widget using the Web SDK. You can learn more about the Web SDK here: https://api.zopim.com/web-sdk

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  • Cristina

    this feature should not be compulsory - it is a really pain to have it and we need it to be taken off  - we set up triggers and people get triggered they reply and then they get message you are in the waiting line - totally destroying the effect of our triggers :(

    can you please take it off or allow companies to have activate or deactivate it? since this was activated people reply less to our chats

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for sharing your feedback. One option you can do is set the trigger to fire only when the account queue position is below a certain level so they don't need to wait in the queue. 

    Alternatively, as mentioned above, you can look into building a custom widget using the Web SDK that ignores the chat queue position.

    In the long term, the concept of the queue may disappear itself with the support for native messaging but that won't be something available this year so I would recommend considering updating your trigger to fire only when the queue size is small or build a custom widget using the Web SDK if you need this flexibility in 2020. 

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  • Chad Susa

    Ramin Shokrizadeh - just wondering the rationale behind this. I have a number of customers that really want to turn this option off as they feel it drives chat traffic away.

    Something they made very clear when moving from other chat platforms (that can disable this queue option) to Zendesk and seeing an increase in missed chats. Their volumes are the same as well as their agent teams etc...only thing they could think of was customers not wanting to wait due to seeing a 1 or 2 in the queue notification - even if the wait time is a few secs (5-10 secs). They believe customers assume a much longer (perceived) wait time when they see the word queue and leave the chat.

    Potentially we could treat this with a proactive chat after the fact (not a great customer or agent experience) to reach the customer but with the New Agent Workspace (NAW), this option is not supported (certain customers need the NAW so they can display multiple Shopify storefronts, for example) - not sure why the New Agent Workspace was released without this feature - but that's a whole other conversation.

    Their wait times to served are very good so this limits the queue notification to no more than 2 (more often it's 1) but something is still driving the increase in missed chats. The only thing they can assume is the queue notification as this is the only 'real' difference in support CX during a chat.

    So just wondering why this isn't an option for Zendesk customers to decide how best to serve their customers? Is it a relatively hard thing to code to make an option....or something else?

    Helping us understand the reasoning behind such decisions helps us design better CX for our customers.

    Cheers

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Chad,

    Thanks for your detailed and elaborate comment on the matter. In terms of why it isn't available today, it ultimately comes down to competing priorities and more highly requested features by our wider customer base.

    When we make changes to the end user experience of the product, we interview non-Zendesk admins/agents/users as well to understand their expectations and what they think a great end user experience is. The interviews I have participated in over the years, end users prefer knowing the queue size so they know if they should wait or try a different channel that better meets their requirements for the query they have. Hiding the queue position does not give them the inputs they require to make those decisions and some have mentioned they would get frustrated with the omission of the information. 

    In terms of what can be done today with Chat, the best option to remove the queue position is to use the Web SDK. I understand this is not ideal for all deployments who do not have developer resources. In the future, Chat is transitioning to native messaging and you will hear more information about this transition later in the year. As part of this transition, the concept of queue position becomes irrelevant as the chat is no longer session based. Would keep an eye out for announcements later in the year to understand what we will be offering with regards to native messaging. 

    Thanks,
    Ramin

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  • hira alvine

    i love

    that

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  • hira alvine

    0

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