Show prompt to last online Talk agent before signing out

Not planned

2 Comments

  • Official comment
    Martin Holmes - 🚫 Out of office
    Zendesk Product Manager

    Hi Cedric, 

    Thanks for the feedback. We do not currently show prompts to the last online Talk agent before they log out. Some of the ways that I know other customers manage agent states in Talk are as follows:

    • The Talk dashboard provides an overview of Talk agent states and Team Leads/Admins have the ability to manually change the agent state. e.g. "offline" to "online".
    • Some customers create a custom integration with their rota scheduling using the Talk Availabilities API to control Talk agent states.   
    • There are Workforce Management (WFM) apps in the Zendesk Marketplace that can help with Agent scheduling. These apps use our APIs to automatically change agent states and ensure that there are no periods where all agents go offline. One such WFM app I know of is Tymeshift


    Thanks,
    Martin

  • Dave Dyson
    Zendesk Community Manager

    Hi Cedric -

    Thanks for your feedback – for visibility, I've moved your post to our Feedback on Talk topic. If you have the time, it could be helpful if wouldn't mind editing your post and using the format provided in this Product feedback template. Thanks again!

    1

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