Setting your Talk agent state

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10 Comments

  • 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 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

    4
  • AJ Zarate

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

    5
  • Nick S

    +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. 

    2
  • Benny Samuel

    We had a weird situation with call agent state a few days ago that skewed a few things. Our agent's laptop crashed, but the Talk platform kept the agent on a call (or maybe it was as Available). As you can see, there's no dropdown for when an agent is on a call. The supervisor was hoping to disconnect the agent, but couldn't, and many calls kept routing to the agent and those calls would end up being missed. I'm thinking it might be a safety feature, but can this be confirmed that there's no way to disconnect an agent when they're on a call/available? A special role for the supervisor? What could be done in this situation?

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Nick,
     
    Thank you for contacting the Zendesk Support Advocacy team. My name is
    Jason and I'll be assisting you today.

    Unfortunately that is correct, at this time if an agent is showing on a call within the dashboard under Agent Activity, it is not possible to change their status. However in your example if they were showing as "Available" That would mean they are not currently on a call and you should then be able to change that status to "Away" or "Offline" The only scenario this cannot be done is when they are live within a call. 

    I hope that helps! 
    -1
  • Arunee

    Hi support,

    Is there a way that I can check agent's total AWAY time last week or on a specific date? 

    Thank you!

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Arunee,
     
    It's not currently possible to report on this at the moment, but we're working on it -- I'd suggest you follow this product feedback post for updated: Away status and reporting
    0

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