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Show prompt to last online Talk agent before signing out

Not planned
Cedric Easton

Prompt to last online Talk agent: 

Show prompt to last online Talk agent before signing out

Feature Request Summary: 

Zendesk Talk could benefit from a prompt/popup that before changing status, would inform the last online Talk agent that they are, in fact, the last online Talk agent.

Description/Use Cases: 

This prompt would prevent the hotline from accidentally not being covered by any agents, as it would inform the respective colleague before they are going on break, etc. that they are the last agent and that the hotline would be empty afterwards. Yes, generally agents coordinate break times etc through a chat client, but this would be a convenient fallback mechanism just to be on the safe side.

This should be an informative prompt only, meaning agents should have the option to confirm status change as that is always the case at the end of the day.

Business impact of limitation or missing feature:

This is critical for our business as our partners rely on the hotline being covered during our business hours.

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I hope I could explain the use case understandably, but if you have questions about this or hints how this can already be implemented, I would be happy to answer your replies.

Warm regards
Cedric

2 Comments

  • Official comment
    Martin Holmes
    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

    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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