Turning on automatic conversation acceptance for agents

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12 Comments

  • Amelia French

    We are using this feature but sometimes the composer is failing to load in time to answer the customer. We then have to refresh the page (sometimes more than once) to be able to answer the customer.

    1
  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Amelia, 
     
    Thanks for reaching out! 
     
    We might need more informations about your issue, Is this happening to all agents within the account? Can you send a screenshot of any errors that comes up? We also need to make sure that Basic Troubleshooting has been done like clearing cache and cookies or using another browser to run Zendesk. 
     
     
    Cheers! 
    0
  • Giorgos Kotsikis

    We've activated the feature with a set limit of 3 chats. However, the system currently treats inactive messaging tickets as either "solved" or not within this limit, leading to the automatic assignment of more tickets than allowed. It's important to note that not all tickets exceeding the 10-minute inactive timeframe are inactive, because customer are still around and tend to text back after a few minutes.

    Is there a workaround available to address this issue?

    While the auto-assign feature is beneficial, the inconvenience arises from its tendency to exceed the specified limit multiple times. Which is not very convenient for the agents as it can be overwhelming having more than 3 chats at the same time. 

    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Giorgos, 
    Auto accepts simplifies how agent picks the conversation and we are not making changes to the way how conversation gets routed. That means at any given time for an existing or a new conversation agent will not hit limit, so agent can be assigned to conversations more than the limit but at any given time agent will serve active conversations within the limit. 


    0
  • Arpan Nagdeve
    Zendesk Product Manager

    Hi Amelia, 
    I wanted to follow-up and check whether you have more details to share or please feel free to raise the problem with Zendesk Support. 

    0
  • Kris
    Zendesk Luminary
    Note: If Hybrid mode is activated, the Accept button will reappear when a set chat limit is exceeded. Agents will be able to manually accept incoming conversations using the Accept button.
    When this occurs will this offer a Messaging conversation to all agents? I assume this will only apply if all agents are at capacity?
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  • Joyce
    Zendesk Customer Care
    Hello Kris,
     
    Hybrid Assignment Mode gives agents the option of serving additional requests once they've reached their set limits. With the note you have highlighted, the Accept button will reappear to all agents for them to decide if they would like to take more chats than their limit. This will only apply if all agents are at their capacity as the Auto-accept feature automates the chat assignment for agents that are not yet on their chat limit.
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  • Kris
    Zendesk Luminary

    Sharing some feedback from our experience with this so far:

    When we enabled this our agents lost their sound preferences they had set previously, restoring them to the default uh-oh sound.

    In our testing on a Sandbox we were not able to get Hybrid mode to show the Accept button, they just waited in the queue until capacity opened then were auto-assigned. Support is looking into this for us.

    For a future enhancement an optional delay before the next assignment would be welcome, so when a conversation is assigned another is not auto-assigned for X seconds to allow them to go offline to prevent it if needed, right now it can immediately assign up their capacity which can be overwhelming.

    2
  • Abby

    While our team generally likes the auto-accept feature, we find ourselves greatly missing the ability to reassign a chat after a certain period of time if the assigned agent isn't engaging. Already we've had issues come up where an agent forgets to click "invisible" when taking a quick break, they get assigned a chat, and that customer is left waiting for an extended period of time. Losing the ability to reassign a chat after a certain period of time makes this feature much less appealing for our team. 

    0
  • Cécile Gao

    Will there maybe be the same auto-accept option available for calls in the near future? 

     

    0
  • Deise Batista

    Ativando o Aceite automático, o botão "Encerrar chat" não aparece mais para o agente?

    0
  • Joyce
    Zendesk Customer Care
    Olá Deise,
     
    A ativação do recurso de aceitação automática não deve afetar a funcionalidade do botão encerrar em chats ao vivo. Criei um ticket para essa preocupação, pois precisamos verificar sua conta para solução de problemas. Nossa equipe de suporte entrará em contato com você por e-mail.
    0

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