Ability to Test Talk Live with an Agent
Feature Request Summary:
Ability for Team Leads/Techs to simulate an end-user to connect via a call to the Agent to view in real time from start to finish, the behavior the Agent is experiencing without affecting the Agent's stats.
Most of our workforce works remotely. As such, they do not have the standard setup we use in house. When they run into tech issues we run the basic Troubleshooting provided by Zendesk which says what the problem is but there are not ways to resolve it. As such, our Techs perform calls to the Agent, screenshare, and adjust settings on their device/VPN/Network/setup to see if there are changes. After each change, the Tech needs to disconnect the call and reconnect to the Agent to see if there is a change in behavior.
Business impact of limitation or missing feature:
As there is no feature, we had to make our own. We had to create a test number and a test group.
- The Agent needs to be removed from all other Groups and added to this test Group (this requires a Team Lead with the permissions to set this up which removes the ability for the Agent to continue working on tickets while they wait)
- We have to pay for this new number
- While testing calls (Disconnected calls, missed calls, accepted calls) will all impact the Agent's statistics
Other necessary information or resources:
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