Announcing a new away state for Zendesk Talk agents

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12 Comments

  • LaKell L. (SkySlope Support)

    Great update! It would be great if we could add an auto-away feature as well, a common issue that we ( and I'm sure others) face is agents sometimes forgetting to put themselves offline, and keeping them in the queue. If an agent misses x amount of calls they should automatically be placed away and out of the queue. 

    11
  • Karen Lam

    I second LaKell's comment as well, it's definitely a pain point. Optionally, if there was an easier way to see the Talk Dashboard within Support then this would be useful (i.e. so all agents can easily see status without toggling).

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  • Aron Spegon

    I third LaKell L.'s comment. A missed call should instantly push the agent into an Away status. In addition, we absolutely NEED total Online Time and total Away time as a reporting metric in Gooddata to hold agents accountable.

    2
  • Kasper B. Christensen

    Will you please, please consider making it possible to transfer calls to agents that are "Away", so that this can compensate for the fact, that you cannot transfer calls to agents that are "Offline"?

    I know we are not the only company looking for the possibility to transfer calls to agents, who are not active in the queue. This could be the solution. Please, let it be.

    2
  • Stephen Belleau

    +1 to Kasper's point - this is something that would be great to have a checkbox setting for "Allow transfer to Agents with status: Away".

    3
  • Robert McGinn

    Hi all,

    Thank you for the kind feedback and suggestions for feature improvement, it’s much appreciated.

    The discussion regarding an admin configurable auto-away feature capability is something we’ve heard and will take on board.

    The Away state has been designed for agents that are currently not at their desks. It was not designed in mind to be a solution for call transfer. We prioritised the Away state ahead of a Transfer state. For Transfer, the workaround is to set the Agent’s status to Online and exclude them from groups that calls are routed to.

    As you know we do not currently send agent data detail to Insights or Explore. In future we do want to show agent level data in Explore, we are in active discussions as to how we can get there.

    Regards,

    Robert McGinn

    Talk Product Development

    2
  • A.J. Bouchard

    @Robert - Thank you for your transparent response.

    To piggyback on this discussion, I wanted to say that I see this new "Away" state as an opportunity in the future to have the Chat product speak to Talk so that if an agent is "Online" for both phone and live chats and they serve a new chat message, then their Talk status is automatically set to "Away" (rather than having the agent remember to do this manually).

    3
  • Kasper B. Christensen

    @Robert

    Thanks for the response. I hope you know, that the transfer workaround isn't really a viable solution, as it would leave us having to switch agent groups multiple times during the day. Agents can't do this themselves, so we would have to have supervisors on the floor at all times to switch groups when necessary.

    This workaround only functions well if you have a group of team leads / supervisors / 2nd level something, which you need to transfer to every once in a while, but who are not taking calls from the queue. It does not work for transferring to agents, who are taking calls from queue some periods of the day, and other periods not.

    1
  • Chris Tout

    We also desire some kind of auto-away feature, whether that triggers automatically when the account is locked or the computer becomes unresponsive for example - in addition to missing X number of calls.

    Thanks for the updates.

    1
  • Joan Ling

    This is a great additional feature, thank you Zendesk.

    I also, second A.J. Bouchard suggestion, this is a feature that we would love to see introduced.

    1
  • Christine DeVille

    This is a great enhancement.  I've managed call centers for many years and find it extremely challenging to manage staff with only two statuses.

    I also agree with Aron Spegon:  we absolutely NEED total Online Time and total Away time as a reporting metric in Gooddata to hold agents accountable.

    1
  • Chelsea Rae Hayman

    Question around Routing:

    So we have 4 groups/teams and 4 numbers and are 24/7.  Callers select a topic, and it routes to that group.  If no one from that team answers or is online, we have a 5th overflow group that is EVERYONE is in.

    If everyone from a group is Offline, calls currently go to the overflow group.  If everyone is now on Offline OR Away, will they still go over to the overflow group? Or will they stay queued in the original group's queue until the max wait time?

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