Setting your Talk agent state

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16 Comments

  • Jason Harlowe

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

    1
  • Devan - Community Manager
    Zendesk Community Team

    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?

    0
  • Jason Harlowe

    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.

    0
  • Devan - Community Manager
    Zendesk Community Team

    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 

    1
  • August Acker

    "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.

    0
  • Joey Barrett
    Zendesk Product Manager

    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

    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.

    2
  • Joey Barrett
    Zendesk Product Manager

    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,

    2
  • Mason Bjerke

    I noticed that setting agent state in the mobile app still states that support for iOS is still to be added soon after 8 months. Has this been implemented or do we have an time we think it will be added?

    Thank you,

    Mason Bjerke

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Mason Bjerke thanks for pointing this out. The article was in error and agent state information is now available in the iOS app. I've updated the article and sorry for any inconvenience.

     

    1
  • Katie Kelly

    I would like to track when the agent logged on, since that is not an option in Talk I figured we could watch the online time. With the Away status counting towards the amount of online time, is there a way that we could remove that option and only have Online and Offline. 

    1
  • Brian Noble

    I'm on Android 2.8.14 for Zendesk Support and in settings there is no Talk option at all. Is it there these days?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Brian, thanks for the question. Yesterday, I added a new section to this article to state if you're using Talk Lite then the option isn't available in the app. Is it possible you have Talk Lite?

    If you have a later version of Talk, then something isn't quite right. Let me know if that's the case and I'll open a ticket on your behalf. Thanks!

    0
  • Perla

    I would like to have the "Away" status removed entirely. It's not useful to us and only skews reporting for total online time. Is there a way to do this?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Julien,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the following can be achievable via custom code or a 3rd party app. You can check below our app store/marketplace where you can look for a 3rd party app that can help you achieve the following. Also, you can post this on our Talk product feedback page where you can suggest this feature to our devs to consider in a future update.

    Zendesk Marketplace: https://www.zendesk.com/apps/
    Product Feedback: https://support.zendesk.com/hc/en-us/community/topics/360000029887-Talk-Product-Feedback-

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0
  • Rohan Gupta
    Zendesk Product Manager

    Hey Everyone!

    We are very excited to announce that in the next few weeks we will be releasing a new agent state “Transfers only” in Zendesk Talk.

    With this release, a Talk agent or a team lead will be able to select the Transfers only state in Talk agent availability dropdown, when selected they will only receive transferred calls from other agents and can’t be directly routed any call from the queue. They will still be able to make outbound calls.

    This new state can help you boost your team's efficiency by designing a better escalation process where specific agents can make themselves available to take only priority calls or escalations transferred by an agent.

    More details about change and rollout plan are captured in this formal product announcement.
    Thanks!

    1

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