Productivity Codes

Answered

6 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lauren,

    There is an existing topic on a similar request here: https://chat.zendesk.com/hc/en-us/community/posts/115006246127-Feature-Request-custom-status-bar

    Currently, there is no plans in the next 6 months to build this type of functionality in the product. Arguably this should be something shared across the different products/channels.

    Some of the customers I have visited build custom apps using the apps framework to change/record agent status and others use 3rd party providers like Five9.

    Thanks,

    Ramin 

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  • Lauren Williams

    Thank you. Unfortunately the post referenced has no information aside from a re-iteration of what you've advised above.

    When you mean "change/record" agent status, do you mean they've implemented more statuses to choose from? We currently use Serenova as our telephony system currently integrated as an app into Zendesk so we're looking to better match the productivity codes that system provides in order to compare like for like productivity as much as possible. 

    Thanks

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    I referenced the other post because it's better to have one post on the same request so we can more easily track demand on requested features. It is also mentioned in the community participation guidelines: https://chat.zendesk.com/hc/en-us/community/posts/210317157-Product-Feedback-participation-guidelines

    Yes, they have implemented a custom app and internal data store using a private app. Five9 is a telephony provider as well (similar to Serenova) and some of our customers rely on the agent status handling/monitoring from their telephony provider across channels at the moment. 

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  • Lauren Williams

    Thanks Ramin, 

    I'm not too sure why there's an irate tone in your reply. I had searched for another similar post as per the guidelines, but because the title of the post you'd sent is "Feature Request: custom status bar" the words didn't reflect the specifics of what I was looking for, nor did it appear in my search. Reviewing the post after you'd sent the link, it was raised last April and there have been no further comments on it since then. Using other community's and feedback forums, in my eyes, that's a dead post and since I've opened this one specific to my query, I'll be more inclined as a customer to continue the conversation I currently have with you here. Additionally, in the past, I've found replying to such old posts means you don't get a response either. Perhaps some feedback there for your community guidelines whilst we're at it. 

    I can see you've re-confirmed other customers have implemented custom apps. Please can you specifically clarify whether this has been to add further productivity codes? The way this is going I can see us relying on our telephony provider as you've advised others also do.

    Thanks again.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Lauren,

    Not irate and appreciate the feedback, will share with the community moderators. Let's continue the conversation here and we will track the specific request across the two posts.

    Using custom private apps have been used for bespoke categorisation of chats and also recording of agent status. Customers have done this across both the Chat and Support product using the app framework.

    Using the telephony provider is most likely the fastest deployment, cheapest option for you.

    If you want to learn more about the Chat apps framework, you can look at the developer docs here: https://developer.zendesk.com/apps/docs/chat-api/introduction

    -Ramin

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  • Michelle Seward

    Verification code I need now

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