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option for talk agents to set status

Answered
Sarah Smarter Applications

Right now with talk agent status is just online or office and wrap up after a call is finished. 

I think it would be extremely useful for myself as a manger if agents could have more status options rather than online or offline for example; break, lunch, training, meeting etc. 

 

20 Comments

  • Official comment
    Jordan Lester
    • Edited
    Zendesk Product Manager

    Hi all,

    We recently launched an early access program for the feature Volkan mentioned that unifies on agent statuses across Zendesk Channels. The new agent status feature also provides the ability for admins to create custom statuses for their agents, like statuses for in a meeting, break, training, etc. You can find more information about the EAP here: https://support.zendesk.com/hc/en-us/articles/4504795624346-Announcing-the-Zendesk-agent-statuses-EAP

  • Sebastiaan Wijchers

    I'd like to have this too. Currently we have a (inhouse) solution for this, but native functionality would be much better.

    0
  • Jenny Gillett
    Zendesk Product Manager

    Hi Emma and Sebastiaan, 

    This is feedback that we’ve heard from many customers and more granular reporting and flexibility around agent status. It is something that we’re looking into but it’s not on the roadmap at this time.

    Thanks

    Jenny

     

    0
  • Alexa Kelemen-Eordogh

    @Sebastiaan Wijchers, what kind of solution have you found? I mean which programlanguage. As far as I know Zendesk accepts only Javascript. Is that correct? Thank you in advance!

    0
  • Sebastiaan Wijchers

    Our solutions is a Zendesk App (version 1of the framework, so: JS/HTML/CSS), that talks to our API on the backend. There we store the custom status and native Zendesk status and do reporting.

    It runs from an i-frame so you can use any programming language you like, but you'll never realy get around JavaScript for solutions like this. As you want to make use of Zendesk App Framework SDK/Library:
    https://developer.zendesk.com/apps/docs/developer-guide/using_sdk

    0
  • Alexa Kelemen-Eordogh

    Thanks a lot for the quick answer, it's very useful!

    0
  • Kiran Vangaru

    We are new to ZenTalk moving from another web based telephony system. However, I found a bit strange to see only two statuses (online, offline) which the teams will struggle when they are on calls with customers via other channels. Can this be added to the top of your priority list as using customisation is for sure not a viable solution here. Please also let us know the timelines here.

    Appreciate your consideration here.

    Thanks,

    Kiran

    0
  • Jessie Schutz
    Zendesk Customer Care

    Hi Kiran!

    Can you be more specific about what you mean by "on calls via other channels"? Are your agents taking phone calls via multiple phone channels, or do you mean other channels like chat or social?

    0
  • Kiran Vangaru

    Hi Jessie,

    Thanks for your response.

    Our staff is equipped with GTM(Go To Meeting) to look into customer issues in more detail by screen sharing etc. If the issue not resolved on Talk, we have to setup a follow up GTM to debug the issue. During these times setting the status to offline does not reflect the accurate status of the agent while he is still working on the case and does not provide good report to the management either.

    There should be easier ways to set different statuses based on Agent's availability. 

    Hope that clarifies and let me know if you need further details.

    Thanks and regards,

    Kiran

    0
  • Erik

     @Jenny Gillett  - Do you know if this ever made it to the roadmap? We are also interested in this functionality being something natively controlled. 

    Thank you!

    0
  • Amber Pospiech

    I agree, please add the functionality to create custom statuses other than the online, offline, and agent wrap-up. 

    0
  • Hege

    I am a bit confused as to why this is tagged as "Answered", when this isn't really something that is available in Zendesk Talk.

    I would love to see more flexibility with the agent statuses, such as

    - Being able to create more/custom statuses
    - A more flexible wrap-up - for example a button extending the wrap-up time in 30sec intervals, instead of either fixed time or an unlimited where agents have to remember to change back manually (including a better indication of when an agent is in wrap-up)

    1
  • Rohan Gupta
    Zendesk Product Manager

    Hi Hege,

    Thanks for the feedback!

    Implementing custom states for Talk is something we are considering and is on our roadmap awaiting prioritisation, can't commit on any timeline yet, in the meantime you can use work force management integration such as Tymeshift app. 

    Aux statuses on Tymeshift -. https://www.tymeshift.com/features/ 

    On the feedback for the wrap-up time extension, this is not something we are considering at this time.

    Thanks

    Rohan

     

     

    1
  • Lilith Selene-Shoemaker

    Hi there everyone :)

    Rohan, thanks so much for suggesting Tymeshift here.

    With Tymeshift you have the ability to have in-depth tracking of Zendesk Talk status, as well as the ability to create custom statuses for your agents to use.

    This not only gives you the flexibility to segment your agent's time further, but also gives teams the ability to measure and report on the time spent in each of the statuses your agent is working in. 

    The Tymeshift team is always happy to help with any questions that come up, and you can book a call to chat more about this here: 
    https://www.tymeshift.com/schedule/

    Best,

    Lilith

    0
  • Jeff Mooallem

    We use Talk and Monet for WFM.

    But Talk has very limited statuses for agents.  And no reporting for time tracking.

    We need a solution for tracking agents' time.  Because we're not finding it, we are seriously investigating switching away from Talk and using RingCentral, which has this time tracking capability.  

    Suggestions please?

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi,

    I have good news. We are currently working on unification of agent statuses across Zendesk Channels with ability to create admin defined custom statuses. With this, agents will be able to set their statuses for all channels in a single place in Agent Workspace and admin defined custom statuses will allow for more granular monitoring and reporting. We have also plans to develop Historical Agent Status Dashboards in Explore in our 9 months roadmap that will allow team leads to understand the duration of time that agents have spent in each status during a period of time. Hope that helps.

    Thanks,
    Volkan

    0
  • danicheu

    +1 on this feature request.

    I see that the last official response to this was from 5 months ago - has there been any updates to this? Our group would love to see having the ability to set a custom statuses both for operational as well as reporting purposes.

    2
  • Sheena Boone

    +1 on this request! 

    I agree with Daniel, ideally, the chat and phone options would be consolidated into one, with the option to add custom statuses for why someone is offline and the ability to run a report on someone's status history.

    If anyone has a suggestion for an external app that can do majority of the above I would really appreciate it.

    2
  • Will Yolen

    +1 On this request! We also would love the ability to create custom statuses for reporting purposes. Please let us know if there has been any update since last update was over a year ago.

     

    0
  • Volkan Akdugan
    Zendesk Product Manager

    Hi all,

    Omnichannel Routing with unified agent statuses is GA'ed recently. Please check the announcement https://support.zendesk.com/hc/en-us/articles/4948172181658-Announcing-omnichannel-routing-agent-status-and-live-reporting

    Thanks,
    Volkan

    0

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