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Automatically Switch to Offline Status in Case of Tech Issue

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Φάνης Τ.

Posted Aug 29, 2022

Hello,

it would be a good addition to automatically switch statuses to a talk user when he/she's facing a technical issue.  A good approach would be to automatically switch to offline status an agent which has missed 2 or 3 consecutive calls.  After the status switch, a pop-up notifying the agent about this action would be ideal.

Thanks

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    Official

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    Sean Chuang

    Zendesk Product Manager

    Hello,

    Thank you for the question. We will be rolling out in the near future a feature improvement that will help agent inactivity service (see here). Notwithstanding that upcoming work, may I ask what technical issue your agents are facing that is causing them to miss consecutive calls? There may be other way to help with this situation.

    Thanks,
    Sean

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