missed calls with Talk do not toggle agents to unavailable/DND
PlannedI assumed wrongly that any modern telephone solution would include the 'feature' of toggling an agent to an unavailable state when they miss a call. I've been in call center business for 20 years and even at the beginning, EVERY phone system I've been on would flip the call missing agents on DND/.unavailable. I feel like this feature has to exist within Talk as it's need is fundamental.
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Official comment
Hello,
Thank you for the question. Idle timeout is a feature we have on the short term roadmap and this feature should address your concerns. As a true modern telephony solution, with Idle timeout, an admin can define across ALL channels when an agent's status automatically updates due to inactivity in the browser.
Have a good day.
Sean
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Thanks Sean, how will I be notified when this feature is available?
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Hello,
Please keep an eye on our announcement page.
Thanks,
Sean -
Has there been a status update on this? This has been requested 5 YEARS AGO. https://support.zendesk.com/hc/en-us/community/posts/4409216997274-Talk-agents-remain-available-after-missed-call?input_string=Talk%20-%20Agents%20Remain%20Available%20After%20Missed%20Calls
Can you link to the announcements page?
The page found here: https://support.zendesk.com/hc/en-us/sections/4405298833818-Announcements has a search that specifies "search updates" but when actually searching something, it searches everything else, which makes it useless.
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