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Zendesk Talk - Agent Auto Log-Off

Answered
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Rina

Posted Jan 17, 2023

Feature Request Summary: 

There should be an auto-actioned option to set agents Talk status to 'Away' if they're not viewing the Zendesk support interface browser window (like time tracking works) or to 'Offline' status when they sign-out of the Zendesk workspace (at the end of shift for example).

Description: 

Agents forget to change their Talk status from Away/ Online/ Transfer Only to Offline status at end of shift. Many times I have manually had to do this.

Business impact of limitation or missing feature:

This is critical for our business to ensure accurate time logs for active agents on our Talk availability record.

Other necessary information or resources:

See reference to comments, requesting further update on ticket named: 'Zendesk Talk - Auto Log Off Agents'. Rohan Gupta advised more information would be available in the 'next 9 month plans' back in September 29, 2021.

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6 comments

Date

    Official

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    Rohan Gupta

    Zendesk Product Manager

    Hi Rina,

    Apologies for you have to create a new post here. We do keep on updating the posts with recent comments even if it was answered.

    Thanks for patiently waiting. We have recently launched Idle timeout functionality for Omnichannel Routing. 

    In summary, With idle timeout, you can cause inactive agents to be set to Away or Offline after an idle period of your choosing.

    Here is the product announcement and here is the detailed documentation. 

    And if you are using omnichannel routing agent will become Offline when they logout or 3-4 minutes after they close the window. One limitation to highlight though is with Omnichannel routing, ability for admins to change agent statuses of different agents is not yet there.

    Note: This functionality is only available for the customers who use omnichannel routing. If you are not using omnichannel routing, below mentioned articles might be a good start. These articles mention the details, benefits as well as the limitations of omnichannel routing- 

    Thanks

    Rohan

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    Rina

    Taylor Van Valkenburg, Sydney Neubauer, @... - tagging for visibility on original post that's already closed as 'answered'. Hope my new post helps us to get an update!

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    Rina

    Thank you Rohan Gupta - any chance you can schedule an update once omni-channel allows admins to also change other agent's status, that you mention is missing currently?

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    Sydney Neubauer

    Zendesk Luminary

    Thank you Rina for creating a follow up for this - this is still a pain point

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    Rina

    Rohan Gupta shame I have heard no further update from you since January of this year.. (see above comments)

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    Rohan Gupta

    Zendesk Product Manager

    Hi Rina, Sydney,

    Thanks for the follow-up on this thread and keeping us honest. 

    Unfortunately, I don't have a new update on this. I will sure keep in mind to update this thread when the limitation (changing agent statuses by admin) is resolved for our omnichannel customers. Our colleagues in Zendesk Explore team are working hard to overcome this limitation in omnichannel way for our customers, hopefully an update will come in H2, 2023 but can't commit on the timelines. 

    Till then, if your use case is turning agents offline when they forget - we encourage you to use idle timeout functionality. When omnichannel is enabled agent will also become Offline when they logout or 3-4 minutes after they close the window.

    Thanks

    Rohan

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