Don’t Assign Engagements to Agents on Chats That Can’t Make a Ticket
Feature Request Summary:
This issue only affects accounts with both Chat and Agent Workspace enabled.
There are a few ways a user can chat in, that cannot create a ticket. When this happens, they are assigned to the online agents, who cannot accept the chat, and then can set those agents to away for “missing” the chat. If Agent Workspace and Chat are both enabled, these chats should not be allowed/not be assigned to agents.
If a user chats in using the support email address for your Zendesk, a ticket cannot be created. The chat goes into limbo, being assigned in a round robin to agents who will be alerted, but have no way to accept the chat, and marked in the log that they “missed” the engagement. This can result in agents hearing a chat ding and suddenly being set to “Away”.
This same situation happens if a chatter has been banned via chat triggers. They will be disconnected from chat, but given a “reconnect” button, that then allows them to endless chat at nobody, triggers cannot fire and re-ban them, and all the while the chat itself is assigned to agents who cannot accept it (as there is no button), and then penalizes them in reporting for not accepting it.
Another use case: You have someone who is steaming mad and was banned from emailing. They chat in over 100 times over the course of an hour, each time hitting reconnect and leaving harassing messages. No agents will see the chat, but they will be constantly finding themselves hearing dinging, and suddenly set to away (because they “missed too many chats”) and reporting will say 100 chats were missed during this period (This is a real scenario and how this originally surfaced).
Business impact of limitation or missing feature:
This is a pretty terrible behavior for both sides. The chatter is completely ghosted, and the only way to find any record of what happened, is to look directly in the chat analytics and find the conversation.
Meanwhile, the agents who were online, who had no way to accept the chat, are harassed with dinging noises and penalized in reporting for missing a chat. It is incredibly difficult from the reporting side to unwind what has happened in these situations, and requires a lot of extra time and effort.
Thanks for the detailed feedback, CJ!
Has this issue been fixed?
We just activated Messaging and is now running along Chat.
Would this happen to us or a fix has been issued already?
As far as I am aware, nothing about this behavior has changed, unfortunately.
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