Can I automatically set my Talk agents offline at the end of business hours?

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5 Comments

  • Patrick Harland-Lee
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    Hey Jake, I don't think the question was fully answered here, but I'm assuming that you cannot change the Talk availability status of agents via a time-based trigger/automation?

    Do you know if there are any plans to do this or if there are any third party apps that can do something similar?

    2
  • Jake Bantz
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    Hi Patrick,

    Since triggers and automations are ticket based, unfortunately they wouldn't serve this purpose too well.

    I haven't seen any plans or third party apps surrounding this functionality, but you can update agent availability via the Talk API. You could potentially write a tool or application to manage your agent statuses as you please via those endpoints.

    Hope that helps!

    0
  • Eckhard Doll
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    I think that this should be part of the Talk package offered by Zendesk. Often, an agent forgets to go offline after the hotline business hours and there needs to be a built-in option to change the status automatically. I don't want to write a tool for that.

    2
  • Wolf Hilbl
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    In addition, the option to automatically set an agent to "away" after missing a set number of calls would be useful too. It helps no one if an Agent racks up 56 missed calls on his or her vacation day.

    2
  • Brett - Community Manager
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    Hey Wolf,

    While there isn't a way to accomplish this natively, you can update the agent's Talk status using the Talk API.

    It may be possible to create a custom script that will automatically handle this after an agent has missed a set number of calls.

    Cheers!

    0

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