Setting your Talk agent state

Return to top

6 Comments

  • Perla Rimmerman

    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 Care

    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
  • J BELL

    Will there be an option to add more "custom" statuses. For instance:

    We would like to get stats on how many calls where dropped because of people on lunch/break.
    How many times "certain" people go to toilet etc.

    So for options with the same behavior as "Away"

    Break
    Lunch
    Personal
    Meeting
    Other Duties

    2
  • AJ Zarate

    Is it possible to automatically set agents' Talk statuses to Offline at a specific time? Say, end of business day.

    1
  • Nick Sgarioto

    +1 for J BELLs post above. Our agents are on a number of different queues during the day and we'd like them to be able to set a status to advise the rest of the team what their focus is. 

    For example, an agent who is working exclusively on emails for a few hours and is not available to take calls should have the option to set a status like 'Away: Emails' so the rest of the team have visibility on their focus.

    As a supervisor looking at the Agent Activity screen in Talk, seeing 'Away' next to an agent name does not paint the full picture as that agent could be on a break, lunch, meeting, emails. There is no way of knowing. 

    0

Please sign in to leave a comment.

Powered by Zendesk