Setting your Talk agent state

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8 Comments

  • Jason Harlowe
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    Is there a way to force agents into Online when they log into support similar to the feature in chat?

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  • Devan
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    Hello Jason,

    Could you provide a little more detail on what you are trying to accomplish and what experience you'd like your agents to have upon login?

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  • Jason Harlowe
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    You bet!

     

    We only have 3 agents max in the queue at any given time. We want to make sure when they sign into Support they go into Online Status in Talk and Chat automatically vs Offline in Talk.

    I found the setting in Chat to have agents signed in and placed into Visible in Chat. Just can't seem to find a similar setting in Talk.

    We don't have the need for defaulting to offline in Talk on agent sign in.

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  • Devan
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    Hello Harlowe,

    Thanks for clarifying what you are trying to accomplish with Support and Talk. So what you are describing leans into the realm of custom code to achieve or a 3rd party app. I've gone ahead and linked our app store and our product feedback forum where you can suggest this change to the devs to consider in a future update. 

    Product Feedback

    Zendesk Marketplace 

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  • August Acker
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    "If an agent's state is Away, you cannot transfer calls to them."

    Are there any plans to add this functionality? We can't afford agents receiving calls from the regular queue if they are anticipating a transfer. We risk a poor customer experience.

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  • Joey Barrett
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    Hi All, 

    This can be achieved by getting more granular with groups in your Zendesk instance. 

    If the scenario is similar to this: 

    1) You have agents in 1 or many group(s) which a phone number(s) will route to.

    2) You would have your agents who take transfers only, to be in a separate group and this is not a group that a phone number routes to. All transfer agents would be online... as the routing on phone numbers does not point to a group they are part of, these online agents would only get transfer calls routed to them. 

    I hope this helps, if its confusing please let me know. 

    3
  • August Acker
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    Joey Barrett

    Makes sense in some regard, but we have agents who are account managers for a subset of customers and still answer phones for the customer base at large. So if they're in away status and one of their customers calls in, they still need to be 'online' to receive a transfer and risk having to decline a call from another customer. 

    We'd have to change their groups on the fly which isn't a preferred option.

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  • Joey Barrett
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    Hi August,

    Right now the workaround I proposed seems to be the only option, that said we are looking into the possibility of having a feature to meet this need.

    Sorry I can't be of more help!

    Thanks,

    1

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