Zendesk Talk and Zendesk Chat integrate statuses
PlannedHello, we've been having some minor hiccups within Zendesk Chat.
At our call center, we use Zendesk Talk, Chat, Text, and Support.
One small hiccup we're having is when an agent is on a call in Talk, their availability status does not automatically change to Invisible in Zendesk Chat. They can always change their status manually, but they can sometimes forget. We would prefer them to not be active on chat if they receive a call.
So my question is, is there any one that has a workaround this?
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Hi there Andy,
Thanks for sharing your feedback. This is a rising topic for customers who have omni-channel agents and are staffed on two real time channels, like Talk and Chat.
Although there are no dates to share at this point in time, we are planning to work around better omni-channel experience and status management in 2019. When we have something more concrete to share, we will let you know here.
As for workarounds, there aren't any at the moment. Chat does not have APIs to change agent statuses yet (Talk does) and there are no Chat APIs to get the total number of chats a specific agent is serving.
Here is a link to the Talk status APIs if you are interested: https://developer.zendesk.com/rest_api/docs/voice-api/availabilities#update-availability
-Ramin
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Hope this is available soon!
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Hi Andy and Azhar,
Thanks for taking the time to share your feedback, I am another Product Manager at Zendesk and I'm currently working on how best to solve this gap we have in product. We are at the stage in the project where we are looking to talk to customers that have your needs to make sure we fully understand your workflow. We also have some concept designs that we would like to validate with you. If you would be interested in discussing your requirements further just pop your details in this form and I will contact you directly to organise a call.
Look forward to hearing from you,
Thanks
Jenny
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I agree I have several agents who forget to put themselves in away and then they receive a call while they are on multiple chats and it ends up in a horrible customer service experience for everyone.
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Hi guys,
This is a feature we would like to see as well. While our agents are encouraged to stay on top of their status and not be logged into both, it would be a great safeguard to have if it could be set so it's not possible to log into Talk if you have a Chat active and vice versa.
Thanks for reading! Look forward to seeing any updates on this one :)
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Thanks Harriet. Stay tuned, we will be announcing something later next year that should address your concern but nothing to announce today.
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Hi,
Any update on this? We experience the same issue. -
Simon Nilsson nothing to share right now, will update you when there is something significant/tangible to share.
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Adding my input to the list here. The number of accounts we support using omnichannel is growing regularly. Having chat status adjusted when on a call, and call status when on a chat, would be extremely helpful both for existing clients and in recommending the solution to additional folks in the future.
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+1 that this would be hugely beneficial for omnichannel.
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+1 Manual status updates are just not ideal and without these two systems talking, it leads to longer wait times for customers.
Do you have a better idea of timing yet? Do you need more customer feedback? Happy to help.
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Hi Everybody,
I have good news! We are working on a feature that enables agents to be online in both Talk & Chat and to receive either a call or chats at once. This feature (Focus Mode) allows the agents serving on both live channels at the same time to focus on one channel at a time and so lead to increased agent productivity and better response time.
We’ll be launching a closed EAP for Focus Mode by September 30th, if you are interested to participate please fill in your information to the sign-up form. We’ll review all responses and reach out to eligible partners shortly with next steps.
Thanks,
Volkan
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