Zendesk Talk - Auto Log Off Agents
BeantwortetHi there,
Really new to Zendesk Talk (haven't even implemented yet) but I'm shocked to learn there is no user-friendly way to automate updating an Agent's Talk status to "offline" or "away" if they've missed a set number of calls or are inactive in Support for a set amount of time. This seems like a dire and crucial need for many (if not all) Talk clients. Zendesk does an awesome job at advertising their products as they will "boost efficiency and customer satisfaction" but the lack of this specific feature seems a bit contradictory to that. As a customer (with a potentially urgent issue), I would not be satisfied if I was waiting for a vendor (us) to answer my phone call only to learn that agent is on vacation. This is especially true in the healthcare field.
My team is only 25 people, I can't imagine how larger companies are managing this? Any advice that's not the API?
I see several posts about this, some as old as 2017 and 2019, others also from a few years ago, and others from earlier this year. Nearly all mention that it's 'on the roadmap' somewhere, but can we get something a little more concrete?
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Offizieller Kommentar
Hi Everyone,
Thanks for patiently waiting, I am here with a some good news! We have recently launched Idle timeout functionality for Omnichannel Routing.
In summary, With idle timeout, you can cause inactive agents to be set to Away or Offline after an idle period of your choosing.
Here is the product announcement and here is the detailed documentation.
Note: This functionality is only available for the customers who use omnichannel routing. If you are not using omnichannel routing, below mentioned articles might be a good start. These articles mention the details, benefits as well as the limitations of omnichannel routing-
Thanks
Rohan
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make more noise and Zendesk will care more. maybe.
(so good on you for making this thread!) =)
i know i made a similar thread about this 1-2 years ago myself.
this is typical software development company behavior: some user requests are honored after weeks, others after years, others yet are never seen as something to be prioritized and therefore never implemented into production.
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Hi Whitney and Ash,
We can understand the pain regarding delay or missed customer communications due to misinformation about agent availability.
We care about the feedback we receive. We are actively scoping auto change in availabilities for Zendesk agents based on parameters such as inactivity and missed conversations in an omni-channel way and not just from Talk (calls) aspect. More information will become available in the coming months, it is on our next 9 month plans.
Thanks
Rohan
Product Manager - Talk
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This would be a fantastic addition to Talk! Looking forward to the next few months.
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I'd also love to see this added as a feature. Our agents are constantly forgetting to set themselves away at the end of their shift and this would be a very important tool for our business, as I'm sure it would be for many other businesses. Please provide an update on whether this will be added soon. thank you! Rohan Gupta
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+1 checking the original post, it is marked as answered. Is there an update?
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+ same. Recently implemented ZD Talk and this has been an issue since implementation.
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Would love to hear an update, seeing as the last one was Sept 2021 from Rohan Gupta
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Posting again, would love to hear an update on this Rohan Gupta - still having to manually dis-engage some agents as they can't seem to remember to do so themselves!
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Indeed we here would love to have that as well, this is crucial
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