Setting your availability status

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23 Comments

  • Chris Ryan
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    Is it possible for an admin to set the availability of other chat agents? Some of our agents often forget to set themselves as available.

    13
  • Ben Galicki
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    Yes! Being able to change another agents status would be very helpful. 

    Also, what are the parameters for being "idle?" It seems to be logging us off even though we are in the chat module. 

    5
  • Kathryn Joseph
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    Agreed - We are a small team so that capability is very necessary.  I can control it in 'Talk' why not in 'Chat'.

    3
  • Mike Domin
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    +1 for the ability to edit other agents status. 

    1
  • Natalia Jurczuk
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    + 1, it comes up quite often that I'd need to change someone's status. 

    0
  • Carlo Enrique Edrada
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    Is there a way we can add a widget or API that admins will be able to control the status of the agents. 

    0
  • Joseph Aronez
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    +1 for admins to change agents chat status! 

    0
  • Mary H.
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    Any updates on this becoming a possibility? It would be a very helpful feature! 

    0
  • Gregory J Cotton
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    It appears that the auto-timeout is based on the Zendesk chat tab in your browser staying as the primary focus on the desktop.  Although this functionality is fine for full-time agents, this doesn't work for part-time agents who only occasionally answer chats throughout the day.  It would be nice for the inactivity timeout to rely on Windows Screen Saver (or some other system level inactivity indicator).

    1
  • Kaloyan Todorov
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    +1 for the enhancement to bring it on par with talk where we can change agent statuses

    0
  • Alan Lenertz
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    +1 for admins to change agents chat status! 

    0
  • Fernando Duarte
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    This functionality was available as part of the native Zendesk Chat, what is the timing and priority to make this available with Zopim?

    0
  • Benjamin Koehler
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    Hi Fernando, Admins have the ability to set the status on behalf of agents in the Talk product, but there no announced plans to replicate this function in Chat.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

    -2
  • Nelson James
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    We would appreciate if this feature can be enhanced on the chat product, we are a small company as well and this functionality is very crucial to our business. 

    0
  • Krzysztof Klimek
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    Hello

    Silly question:

    I have two agents online.  Agent Y and Agent X

    Agent Y took the live chat and is chatting to the customer.

    Agent X- cannot see the live chat served by agent Y on his own dashboard.

    How to change that? I want all my agents to be able too see each other live chats in tabs

    thank u
    KRis

     

    0
  • Brett - Community Manager
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    Hi Krzysztof,

    Can you confirm whether or not Agent X's role allows to see all visitors? You can find this option under Settings>Roles and clicking directly on the role to view the permissions set. Screenshot below:

    It's possible that their role is set to only show visitors they're personally serving so I would definitely recommend checking there first.

    Let me know!

    0
  • Krzysztof Klimek
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    Hi Brett, 

    Appreciate your help, but unfortunately it doesn't work.

    Both Agents Y and X can see the orange "SERVE REQUEST" button. 

    Once agent X takes the chat agent Y cant see it on his on dashboard

    0
  • Kaloyan Todorov
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    Hi Krzysztof,

    I believe it is normal that once a chat request is being served that the bottom navigation is not distracting the remaining agents (that is action-required zone in their mental model). How we monitor ongoing live chats in our organization is under "Visitors" report where an agent may choose to engage site visitors proactively or barge (silently) into ongoing conversation such as Team Leads or similar.

    Hope this helps!

    Cheers,

    KT

    1
  • Krzysztof Klimek
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    Hi Kaloyan

    thank you. it make sense now.

     

    Best
    KRis

    0
  • Montana
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    Hi there:

    1. please escalate the ability to turn agents offline. it is unacceptable that this is not on the roadmap for features. it is essential for support teams. if someone accidentally sets themself as "away" and is unreachable, this creates a terrible experience for customers who queue in chat when there is no one to help them. this in turn hurts our brand's reputation. 

    2. we need a way to set the *department* availability. currently, we may need to have all agents offline in one department that exists for a brand, but online in another department for a separate brand, during normal business scheduled hours. as it currently stands, there is no way without using code to set a department as offline. either when all agents in a department are offline the department should automatically be offline, or there should be a way to set status by department. 

    1
  • Brett - Community Manager
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    Thanks for taking the time to share this with us Montana!

    I'll pass this feedback along to the appropriate team so they're aware of the roadblocks you've run into.

    Cheers!

    0
  • Mari-Liis
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    Hi Brett, 

     

    I have a question about setting up the chat.

    I'm using assigned routing and allow 5 chats max per agent at the same time. 

    When the agent has reached the 5 chat limit, the agent's status is set to Away. 

    It seems that when a chat has no activity for 3-4 minutes, the chat goes to "sleep" and at the same instant a new chat from a customer who was waiting in the queue comes in. When this inactive chat customer replies again the chat will pop up again without waiting in a queue again- it will make the agents to handle more than 5 chats at the time (sometimes even 10 they say).

    Is there a setting that I missed to avoid this situation? 

    Thank you and kind regards, 

    Mari 

     

    0
  • Terrence
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    Hi Mari,

    Thank for reaching out!

    At this time it is not possible to count inactive chats in an agents total assigned. We would typically recommend a workflow where agents are following up with customers after 1-2 minutes of inactivity to make sure they are still actively engaged and chatting.

    If there is no response from the visitor, then the agent could end that chat session. If they visitor comes back to chat again it would create a new request and get assigned based on your routing rules.

    Let me know any questions you have.

    Cheers,

    Terry  

    0

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