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Pre-set reasons for skipping while using Guided Mode



Posted May 02, 2022

Our teams have not launched Guided Mode yet but are preparing for it this year.  One of the challenges I see is that with the current Guided Mode functionality, Agents are provided with an open text box to tell a manager why they are skipping a ticket or can simply skip without providing a reason.  

While we can coach Agents to always provide a reason, it would be more effective for Agents, Managers, and Analytics to not have the option to skip without a reason.  In addition, for Agent efficiency and improved reporting, allowing us to include a preset list of skip reasons will create consistency in reporting, more effective training for Agents, and a more efficient way to skip a ticket.  


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Barry Neary

Zendesk Product Manager

Hi Dan Cross

Thanks for the feedback. We have in our routing roadmap a reason for decline field, so if an agent declines a task that is routed to them they have to pick from a list of reasons.

However if there is enough demand for a similar function on guided mode, we can include this as a roadmap item too.

Barry

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+1 definitely up voting. Our team has done a half-approach for Guided mode. They use the Play mode feature but it isn't mandatory. The reason for this is because of the ability for Agents to get out of a ticket without leaving a reason.

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