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ZenDesk Talk Issues
Answered
Posted Dec 24, 2021
We have multiple agents who work remotely taking call center (Talk) calls in our customer service department. Many of them are reporting issues with answering incoming calls when setting status to 'online' after being away for a period of time such as lunch break. Incoming calls will ring, but they are unable to answer them until they either restart their browser or sometimes have to perform a full reboot of their system. This does not happen to agents who work in in the office call center, only ones working remotely.
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Dekbi
Since your agents in the office are not experiencing the same issue, it could be a possible network problem with those working remotely. What we could suggest is to perform the troubleshooting steps outlined in How can I troubleshoot Talk issues? to further isolate if there is an underlying issue with the agent's network or device.
There is also a big chance that this has something to do with the VPN if they are using one as VPNs have their own time-out limits for inactivities. You may need to coordinate with your organization's network team or IT department to have it checked.
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