Talk - agents remain available after missed call

14 Comments

  • Official comment
    Jenny Gillett
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    Hi all

    This is in our top feature requests and is just as high on our backlog. I don't have any dates to share with you right now but I assure you we have not forgotten about it and we understand the need for change in how we handle agent states. I thank you for your patience and ask you to please bear with us a while longer so we can get this prioritised and out to you. I will update you as soon as we have movement. 

    Thanks 

    Jenny 

  • Caroline Kello
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    Hey Erin,

    Thanks for reaching out. That's an improvement we want to make for the agent experience, to remove the pain point of having to remember to set yourself offline when you step away from your desk for whatever reason. There's a few ideas we have floating around on how to solve this and we're discussing options, but there's nothing on the roadmap for this yet.

    Can I ask how your current telephony provider is solving this, and in what way their solution works best for you or if you can even see improvements in their implementation?

    Thanks, Caroline

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  • Erin Slovitt
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    Hi Caroline, 

    Our current provider allows admins to determine the behaviour. The options are for the agent to remain available or to be made unavailable for a pre-determined amount of time. Admins have the option to determine the length of time which ranges from 10 seconds or until the agent manually makes themselves available again. 

    This seems to be the best set up. The system recognizes that the agent should be unavailable for a period of time after a missed call and gives admins the capability to determine how long for. I don't see any possible improvements. 

    This isn't just a pain point for Talk agents. It is a poor customer experience to be routed to an agent who isn't there and of course Talk users are billed per minute while calls are waiting to be answered. 

    1
  • Caroline Kello
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    Hey Erin,

    Absolutely agree that this is a pain point from both the agent and the customer's side, thanks for highlighting that. I appreciate you sharing how the functionality currently works for you, this helps us decide the best way to approach solving this problem. 

    Thanks again, Caroline

     

    0
  • Steve Ross
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    Zendesk,

    I'm extremely surprised this would not have been considered upon initial development. I just discovered this being a problem when doing my month end reports after my first month of using Zendesk Talk!

    I had one agent who repeatedly just locked her computer and went home for the weekend and apparently was forgetting to go unavailable, it resulted in 647 missed calls on her account alone! The functionality Erin is talking about is common in almost every ACD I have ever worked with. I sincerely hope this is being looked at with more of an urgency then 'new functionality development', as this is essentially a break in how your system should function to provide proper customer service. For the record, Zendesk Chat already has the ability to program these settings, it allows number of seconds before a reassignment followed by number of reassignments before putting the agent unavailable. This should be a minimum functionality.

    Can you please advise on the status of getting this functionality fixed?

    Regards,
    Steve Ross

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  • Corey Franco
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    We've had a similar experience as Steve above, only it was while someone was on vacation for a few days. This functionality is so basic I assumed that is how it worked based on my experiences with other platforms. This really threw off our reporting metrics by hundred in December and now it is something that we have to account for. Is there any timeline on when we can expect this functionality be rolled out?

    2
  • Karen Provost
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    The previous carrier we had used different "modes".  There was break, lunch, meeting, training, forced released, and we created one called AWF (away with focus).  Most of these are self explanatory as to when they would be used.  Forced Release is the mode the agent would automatically be flipped to if they missed a call or CHAT and we determined the length of time or rings that we wanted this to happen in.  If in this mode it would prevent them from receiving any more calls or CHATS until they manually put themselves back. Which also did not allow calls to bounce. We used AWF when an agent was pulled out the phones to work something that needed focus. 

    With the only options of "online" or "offline" it is challenging for us to understand what the agent is doing. More importantly, not having the automatic "Forced Release" of some sort when a call is missed does not allow for good facing experience nor does it provide valid data for reports if an agent forgets to logout.

    Having this functionality is very much needed.   

    2
  • Tom Bamert
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    This lack of capability and the current lack of clarity in the documentation is not acceptable for any call center solution. We have been told by Zendesk we can do this with the API, but that is not our job. It appears the focus is purely on more revenue generating features and not on strengthening the current features customer depend on. If this is Zendesks approach going forward, you won’t last long in the market.

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  • Tom Kirby
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    Hi Guys,

     

    Is there any update on this as the last input from Zendesk was 7 months ago saying it was top requests and high on the backlog. Do we have a timescale?

    The frustration is that the same functionality is already built-in chat where you can set missed chats to move someone unavailable after a couple.

    1
  • Nate Roy
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    Any updates on an ETA for either functionality to fix this or a notification to managers if agents miss above a set number of calls so they can intervene?

    3
  • Amanda Ramos
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    Any update on this? This feature would help us greatly!

    2
  • Wolf Hilbl
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    I too would kindly like to know if there is any update on this feature?
    You just need to forget to set yourself to offline and then you can explain why you lost 50 calls, on your day off. 

    At least something that registers is the agent is actually online at all would be more than welcome.

     

    Kind Regards, Wolf

    2
  • Caroline Becherer
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    This feature would be so great for us. Thank you! 

    1
  • Violeta Micu
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    Is this feature included in the Q4 Roadmap? 

    0

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