Introduce a customisable After Call Work Status

Answered

6 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Anita,

    Thank you for writing in. Chat is different from Call in the way that it allows agents to respond to multiple contacts at the same time.

     It also means that chat with each contact will end at a different time. On-going chats would make it difficult for the agents to concentrate on wrap up. 

    We have seen other customers use ticket integration with Support to track conversations. Each conversation is an open ticket. An agent can move to 'Away' every few conversations to wrap up (close) the open tickets. 

    This is just a suggestion based on practices we have observed with other customers. Look forward to know whether this works for you. 

    - Prakruti

    0
  • Anita Nayob

    Hi, 

    Thanks for looking into this, however the "Away" option is not ideal and is actually the problem I'm hoping to combat by introducing a wrap up. Within my business we do have the ticket integration, so every chat is an open ticket. 

    For example, an agent deals with 3 chats concurrently. During the chat, an agent is expected to update the ticket to speed up the after call process. At times, lengthier admin is required and more detailed notes, etc and so agent is required to stay on the ticket after the chat ends. Agent is expected to complete this work whilst continuing conversations with other two customers and taking a new chat, which is automatically assigned. 

    What happens at the moment is what you're suggesting, agents do not complete the tickets during or immediately after the contact and use the Away status at a later time. This impacts the quality of the tickets submitted.

    If an agent goes on Away - this impacts the general operation as all of a sudden the incorrect number of agents are on the live chat channel. This puts pressure on other agents, or Chats wait, resulting in lower SVL's.

    By adding a customisable delay before the next chat is assigned, agents are given the time to accurately complete tickets, and agents remain on Online Status.

    Many thanks

     

     

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Anita,

    Thank you for providing a detailed explanation. I understand the requirement better. May I suggest using Reassignment in order to allow the agent to focus on wrapping up the closed chat. If the agent is busy and does not pick up the new chat, it would be re-assigned to another agent.

    Using just Reassignment will not change the number of agents online and at the same time allows agent to focus on wrapping up. It would not fulfil your complete requirement. 

    We will consider your feedback while picking up improvements for agent workflow in the future. We do not have this planned for first half of 2017.

    - Prakruti

    0
  • Jamey Pringle

    Having a "wrap up" time after a chat session that is customizable (like the setting in Talk) would be ideal. This would agents additional time to update the chat tickets that are created and be prepared for the next incoming chat.

    0
  • Mani Berenji

    We need this feature as well. Agents performance needs to be evaluated based on their ability to document chats within the allotted time. Not being able to configure wrap-up time and report on agent performance is hindering us.

    0
  • Matt Sanger

    We need this feature too as agents are evaluated on missing inbound chats. Adding reassignment time to chats is not ideal as it adds customer wait time. 

    0

Please sign in to leave a comment.

Powered by Zendesk