Stefanie

Hi Barry Neary,

The current solution is great, but applies only to reopens.

How can we ensure that emails and conversations are immediately reassigned when the assignee goes Offline whilst they have Open assigned tickets?

I understand that Zendesk is going for "continuing the conversation with the same agent". But we're going for "Offering the customer help when they need it. Not just when the Assignee is available."

Any insights and tips would be much appreciated!

Reporting on both Chat and Talk to see how long people are on specific statuses (online, away, wrap-up time, etc). How agents manually adjust their status.

It would also be great to have the option to create an activity log for agents. At the moment, to understand how my agents go through the day, I need to puzzle together their timestamps for public replies in support, calls (and their duration), and soon chat too. There is no easy way to see that an agent sent a reply at 9:20, then at 9:27 took a call that lasted 7 minutes, then at 9:45 sent another public reply. This means that there is no good way to understand our complete agent activity, and what their day looks like.