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Getting started with Zendesk WFM: Agent guide



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Colleen Hall

Zendesk Documentation Team

Edited Jun 21, 2024


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2 comments

How can an agent switch off from their break after it ends if the queue is dry? 

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Hi Mohamed,
 
If the user's break ends and there's no ticket to clock into, there are a couple of options that can be considered:
 
. You can set up a General Task that the agent can clock into while waiting on the queue when there are no tickets
 
. You can also set an Automation to trigger after a certain amount of time, so that whenever the defined amount of time for the break is reached, the Automation can place the agent on a different Task (or even Untracked) according to what you've selected.
 
Do note that the Automations are an Early Access feature so they can only be enabled per request for your account; if this option interests you, please reach out to Tymeshift's Advocacy Team directly: Contacting Zendesk Customer Support

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