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Neil Weldon
Joined Apr 14, 2021
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Last activity Jan 02, 2025
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Latest activity by Neil Weldon
Neil Weldon commented,
Hi Nikki,
I've created a ticket on your behalf. Working with our advocacy team on this is the best approach.
A couple of things to consider, when we see such quality problems the vast majority turn out to be network related in terms of setup or bandwidth. An article that may help is here. This is just one article linked from Preparing to use Talk.
We also capture call quality information which we display in realtime and allow you to report on in Explore. Details of this may be found here. Using this you can determine if this is limited to some agents which is particularly useful if agents are remote and helping determine if it's home network related.
Best
Neil
View comment · Posted Aug 05, 2022 · Neil Weldon
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Neil Weldon commented,
Sorry for the delay in updating on this. We have made a decision that we will not be pushing this into EAP and but will be making it available as part of a broader GA in September alongside the new Omnichannel routing capabilities and the Unified Agent Status (custom statuses and allowing an agent to control their state across all channels from the one place.) All of these items are interconnected but rest assured we have already made great progress on this work.
View comment · Posted Jul 15, 2022 · Neil Weldon
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Neil Weldon commented,
We are working on adding Talk to the omnichannel routing experience which is currently in EAP for Support (routing and assignment of emails directly to agents) and Messaging. When completed this will allow for us to retry agents who are part of the group until such time as the call times out in the queue. This will also have tickets created as soon as calls come in. This will allow you to run triggers on the tickets to change the group and priority - eg ticket requestor is a known VIP so change priority to urgent.
As part of the Unified Agent Statuses work which is also in EAP - we have created a centralised area for agents to control their state across all channels and have included the ability for you to to create custom states that match your workflow needs. As part of this we will be adding an idle timeout where we will automatically move an agent state to offline due to inactivity.
Both the Routing and Unified Agent Statuses work will be launched together in term of general availability and will be aimed at customers who are in Agent workspace and using Messaging. We are working on how best to get the Talk capabilities rolled into the routing EAP.
View comment · Posted May 24, 2022 · Neil Weldon
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Neil Weldon commented,
Hi all,
This is actively being worked as part of bringing Talk into the new omnichannel routing that is in EAP at this time for Support and Messaging. Also going to hit EAP very soon is the agent state management across channels I mentioned before. The Talk features will hit EAP in the May timeframe.
Thanks
Neil
View comment · Posted Mar 29, 2022 · Neil Weldon
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Neil Weldon commented,
Hi Shaun Murray,
The work for this is in progress and will become available as an early access in May. This is part of a larger initiatives around routing, reporting and agent presence, state, capacity and workloads. Today we have the Early access program for routing improvements for Support and Messaging. The voice channel with join them as soon as that work is complete. We are also about to launch an Early access program for Unified agent statuses - bringing in custom statuses and allowing an agent to control their state across all channels from the one place.
View comment · Posted Mar 28, 2022 · Neil Weldon
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Neil Weldon commented,
Richard Murillo I have created a support ticket for you. That's the best way forward to support you in resolving your issues.
View comment · Posted Mar 22, 2022 · Neil Weldon
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Neil Weldon commented,
Thanks for the followup and sorry I misunderstood the request. If I understand it correctly you want calls sent to all of the 3 groups in the example, however Supervisors to only be online for the 'Internal Support' Group ? This would require us to be able to allow an agent manage their status on a per group level. eg for tickets - online Sales, online Contact Center, online Internal Support and for calls offline Sales, offline Contact Center, online Internal Support. This is not something we have specifically planned but we have a lot coming in this area over the next number of quarters.
We are working on unified agent states allowing better state management for agents across all of the channels as well as allowing for the creation of custom states. More about this will come later this Q as we look to have it enter early access. Coupled with this we will be supporting direct assignment of email tickets as an additional option to using views and finally as part of this project we will be creating tickets for calls as the call comes in allowing for you to run triggers on the tickets to impact the routing based on assignment group and ticket priority. We will also be adding skills based routing across all channels. I could envisage a solution being a skill that is being used to route the call within the group which will only offer the call to the supervisor with the specific group. However this is all what is coming.
In the meantime what about having the following groups ? Sales, Contact Center and Internal Support and Sales-Voice, Contact Center-Voice. The Supervisor is in all except the Sale-Voice, Contact-Center- Voice and they, along with Internal Support are what are used for the Call routing.
View comment · Posted Jan 06, 2022 · Neil Weldon
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Neil Weldon commented,
Routing calls to specific groups while agents are in multiple groups is already a feature of Talk. Please see the Routing incoming calls to groups of agents documentation
Thanks
Neil
View comment · Posted Jan 05, 2022 · Neil Weldon
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Neil Weldon commented,
Hi Sydney Neubauer,
Good question. Part of what we are doing in this area includes unifying agent states across the channel and improving the agent experience to have a single place for managing state (including on Support). This will also allow you to create custom agent states. All of these capabilities will reside in the Agent Workspace as part of the ongoing initiative in delivering the best possible solution for our customers and their agents.
Thanks
Neil
View comment · Posted Nov 11, 2021 · Neil Weldon
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Neil Weldon commented,
May 24, 2023 Update:
Thank you for the question community. As part of Zendesk's new omnichannel routing, needs around priority based routing is being addressed. I encourage you to take a look at its offering and to the extent it does not address your needs, please post your questions and we will look over them.
Thanks,
Sean
------------------
Thanks for the feedback Darren Kurtz. We have received similar feedback before related to the ordering of the groups and ordering of agents with the groups as well. We've no immediate plans to change this in the short-term but the exciting news is that we are working on new routing capabilities across all channels. If I limit this explanation to Talk then initially we'll allow you to run triggers on the call tickets before they have been offered to agents - based on ticket criteria you'll be able to set the group and priority. We will then be adding skills based routing so think of a designate group where we are looking for an agent with the necessary skills match. And as part of the routing rules we're looking at offering the calls to a primary group for a set amount of time before then moving on to the next group and so on. You start to see this coming to you in 1H of 2022.
View comment · Posted Nov 03, 2021 · Neil Weldon
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