[Product Feedback] Ability to remotely sign out an agent

4 Comments

  • Nicole - Community Manager

    Hi Gaurav - 

    Thanks for your feedback. Are you looking for the ability to sign an agent out of Support or Chat? 

    I hope you don't mind; I edited your post title to make it easier to find in search. 

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  • Gaurav Kamboj

    Hi Nicole,

     

    Yes we are looking forward to see if "sign out" feature/option can be added when monitoring the agents queue using the "talk" feature. At present we can only change the agent status from "available" to "unavailable". Thanks for editing the post title :)

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  • Nicole - Community Manager

    Hi Gaurav -

    Does this new functionality help with your needs at all?

    New "Away" state for Zendesk Talk agents

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  • Gaurav Kamboj

    Hello Nicole,

    I was wondering all this time as to why we are now showing "away" feature. No wonder this was a follow up being given from your end to my request and something I would like to thank you for (as with this feature, now agents can transfer the calls between themselves when needed and appropriate). As far as it is concerning the "away" feature, I would like to say that it is helpful but we would like the following implemented/reviewed as priority to avoid that agents abuse this feature:

    * If we can add a timer (same than in wrap up time) to limit usage of this feature (if no limit can be placed but a timer to identify how long an agent has been on away, it would be awesome).

    I will appreciate your input and further assistance with this additional request.

    Best Regards,

    Kamboj Gaurav

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