Scheduling of Talk Agents Availability in Advance
We're a service and consulting company, and we have an SLA service with our agents taking turns being "on-call", or being "backup on-call".
So, essentially, each week a different agent will be on-call and another agent will be their "backup", and next week two other agents will take their turns.
From my understanding, it's possible to set up "primary" and "backup" on-call agents by assigning them to different "Groups" and then selecting which Group is the "default" (or "Primary").
So I already saw how to change which "Group" an agent belongs to.
I also saw that it's possible to change from the Administration panel which agents are currently offline or online.
However, I couldn't find a way to automate this process in advance.
For example, I know in advance that during the week of March 4th to 10th, Agent 1 will be primary on-call and Agent 2 will be their backup.
And during the next week of March 11th, Agent 3 will be primary on-call and Agent 4 will be their backup.
And I know this a long time in advance (generally a quarter of a year).
It would have been great if there was a way for me to schedule these routines in advance, instead of having to make the changes manually every time a shift changes.
Thank you
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Have you looked into using something like Microsoft Flows that integrate with Zendesk?
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I never heard of it before but it looks interesting. Is it capable of managing agent groups and online status in talk?
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I tried the Microsoft Flow trial to see what can it do with Zendesk.
I saw that it can modify Group Memberships, although it's quite convoluted in implementation.
But it doesn't look like it's capable of controlling an Agent's Online/Offline Talk status.
Also, doesn't look like it has a schedule-based trigger type.
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Hi Eitan,
You would probably want to just use a standard http request for it. You'd call this method
https://developer.zendesk.com/rest_api/docs/voice-api/talk#updating-availability
Here is some documentation on running Flow's on a schedule.
https://docs.microsoft.com/en-us/flow/run-scheduled-tasks
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Thank you for the input.
I ended up writing a Powershell script that integrates with Zendesk's API and changes the members of the primary and secondary Talk groups, and also makes sure that the assigned agents are available by phone:
https://gist.github.com/EitanBlumin/686053c557fd6a149a8cba4af0de0ca6
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