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Volkan Akdugan's Avatar

Volkan Akdugan

Joined Apr 14, 2021

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Last activity Sep 09, 2024

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Volkan Akdugan

Volkan Akdugan created an article,

ArticleAnnouncements
Announced on Rollout on
September 10, 2024 September 10, 2024

Earlier this year, we proudly introduced Zendesk QA, formerly known as Klaus. Now, we are excited to announce its full rebranding and integration as a native add-on within Zendesk!

Zendesk Quality assurance (QA) seamlessly integrates into our Workforce engagement management (WEM) bundle, alongside Workforce management (WFM), offering an AI-powered quality assurance experience. This underscores our commitment to creating an efficient and cohesive experience for our users.

As you navigate the newly integrated QA app, you’ll experience a refreshed Zendesk-style look and feel while retaining the powerful capabilities and features you love. Enhancements include automated login via Zendesk and seamless onboarding, eliminating the need for marketplace applications. Additionally, your Zendesk QA user interface now supports all languages available in Zendesk, ensuring a global and inclusive experience.

Welcome to native QA within Zendesk, helping you deliver excellent customer service through AI-powered quality assurance!

This announcement includes the following topics:

What is changing?

The evolution of Klaus QA into the fully rebranded and integrated Zendesk QA marks a significant milestone with various enhancements.

Here's an overview of what's changing for new customers:

  • Zendesk QA add-on: A new add-on SKU and a fresh pricing model, reinforcing Zendesk QA within the Zendesk product family.
  • WEM add-on: A new add-on SKU bundling Zendesk QA and WFM, simplifying access to the complete set of WEM capabilities within Zendesk. See Buying Zendesk Workforce engagement management add-ons (Zendesk WFM, Zendesk QA, and WEM bundle).
  • Updated UX and branding: Enjoy a Zendesk-style look and feel in QA for a cohesive experience.
  • Zendesk product tray integration: Zendesk QA is now accessible from the Zendesk product tray, allowing you to easily switch between Zendesk products to monitor and manage service quality.
  • Streamlined automated login: Experience effortless access to QA with automated login enabled through Zendesk Login.
  • Effortless onboarding: Our new automated provisioning system simplifies the onboarding process, eliminating the need for marketplace app installations.
  • Streamlined sign-up and subscription: We've overhauled our sign-up and subscription processes for a more user-friendly experience.
  • Comprehensive localization support: Full compatibility with all Zendesk-supported languages, ensuring a global and inclusive experience.

For existing Zendesk QA (Klaus) customers:

Klaus QA is now natively integrated and rebranded as Zendesk QA! As you conduct your regular quality assurance checks, you’ll notice a refreshed app design with a Zendesk-style look and feel. This includes new branding and full compatibility with all Zendesk-supported languages. Rest assured, all the capabilities you value remain intact.

Additionally, keep an eye out for the following updates:

  • Login: You'll continue using your Klaus email and credentials as usual. Customers eligible for Zendesk QA login will be notified later this year. 
  • Access via Zendesk: Currently, clicking on ‘Quality assurance’ in the product tray will lead you to the Zendesk QA overview page. Later this year, eligible customers will be able to access Zendesk QA capabilities from the product tray. All account admins and owners will be notified about this change when it happens. 
    Note: If you had a Zendesk QA (Klaus) account before September 10th, you should continue using the Klaus app to sign in.
  • Globalization: Your Zendesk QA user interface is now compatible with all the languages supported by Zendesk, ensuring a global, inclusive experience. You can access the complete list and modify your UI language in your general account settings. The UI language will not change automatically for you. 
  • Email notifications: Any email notifications you normally receive from no-reply@klausapp.com or team@klausapp.com will from now on start coming from no-reply@zendesk.com.

Please note, as mentioned above, integrated login and access to the QA app through Zendesk will not occur automatically for existing customers. These changes are planned for eligible customers later in the year to ensure a seamless transition.

Why is Zendesk making this change?

This update integrates the Klaus QA solution seamlessly into Zendesk's product portfolio as a native AI powered QA experience. It’s a part of our commitment towards providing a seamless experience and integration between all Zendesk products and our Workforce engagement management (WEM) portfolio in particular.

What do I need to do?

You don't need to take any action unless you currently receive email notifications from no-reply@klausapp.com or team@klausapp.com. If you do, we recommend you update any inbox rules that filter emails by recipient to ensure smooth email delivery from no-reply@zendesk.com in the future. The features and changes listed are continuously being rolled out to all customers.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Dec 13, 2024 · Volkan Akdugan

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Volkan Akdugan commented,

Community comment Feedback - Voice (Talk)

Hi Sam,

I know the community team is working on a plan for this. I'll let them clarify further.

Thanks,
Volkan

View comment · Edited Dec 12, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

Community comment Feedback - Voice (Talk)

Hi Tobias,

I really appreciate your detailed feedback. I have shared it with the Voice Product Team. I believe this information is very valuable.

Thanks,
Volkan

View comment · Posted Dec 08, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

Community comment Feedback - Voice (Talk)

Hi Sam,

Thank you for your understanding. I'm always happy to help our customers in any way I can.

To maintain the transparency I promised, I'd like to clarify that the planned Agent Status dashboards are not part of the Voice roadmap, but rather they pertain to Omnichannel Agent Statuses across Zendesk channels. Therefore, I cannot directly answer your question, but I already informed our Community and the Voice Product Team about this so they can plan to provide more information about the Voice Roadmap.

I hope this helps. Please let me know if you have any further questions or feedback.

View comment · Posted Dec 08, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

Community comment Feedback - Voice (Talk)

Hi Everybody,

I apologize for the delays and communication gaps regarding the release of the Historical Agent Status Dashboards and the frustration this has caused. We acknowledge our failure to meet the promised timelines due to unforeseen development challenges.

I know it's not helpful to give you a timeline that we might not meet, so I won't do that. What I will do is to share more information about exactly where we are at in the planning/development process and where we are headed next.

First of all, this work is in progress and has already been prioritized. We are actively working on the ingestion of data for all accounts to prepare for the general availability launch. This is planned as a month of engineering work, and once completed, we will conduct readiness testing before the release. At that point, based on the outcome, we will take a go/no-go decision for the GA launch, currently slated for the end of January.

However, since we have encountered several issues due to the complexity of data ingestion, there is always the risk of discovering new issues while we work hard. So please consider these plans as indicative but not as strict commitments to the timelines.

I understand that delivering this feature is what is top of mind for you, and please know it is top of mind for us as well. We hope this information provides clarity into our process. We will update on this thread again once we make a decision on the GA activities; this should be before the end of January. Again, we appreciate your continued patience and support.

View comment · Edited Dec 07, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

CommentDeveloper updates

Thanks for the feedback, 이지훈(maclaude). Could you please elaborate on the use cases you are trying to achieve?

View comment · Posted Apr 28, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

Community comment Q&A - Objects, workspaces, and rules

Hi Mistyamber Reynolds

To enable these use cases we are developing new API set called Agent Availability API, they are currently in EAP.

We will launch general availability by end of this month so any Workforce Management partner will be able to integrate to set Zendesk unified agent statuses automatically based on their defined schedule in the Tool. Alternatively, this could also be done with custom development via utilizing the APIs.

Please let me know if any questions or comments.

Regards,
Volkan

View comment · Posted Apr 11, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

CommentSetting up Agent Workspace

Hello Lloyd,

Thanks for reaching out! Please see my answers below.

  1. To enable Omnichannel Routing in Zendesk, you need to have the agent workspace enabled and messaging must be enabled at 100%. You can find more details about this in the Zendesk support article here. It's important to note that when Omnichannel Routing is enabled, Focus mode does not work, as it provides more advanced capacity management and replaces the functionality of Focus mode.

  2. If an agent already has at least one assigned chat, focus mode will continue assigning chats to this agent until the max limit is reached. When the agent closed all the chats, focus mode will re-consider this agent for incoming calls. When the volume of incoming calls and chats differs considerably, and there are fewer agents available, some agents can make themselves 'available' only for the less busy channel and consume requests from those queues.

    However, if you need more advanced capacity rules and priority settings, we recommend using Omnichannel Routing as it provides more advanced functionality in managing capacity and priorities for different channels.

Hope this helps! Let me know if you have any further questions.

View comment · Edited Apr 04, 2023 · Volkan Akdugan

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Volkan Akdugan commented,

CommentDeveloper updates

Hi Rafael, we hope you will benefit from the new APIs! Please feel free to share your feedback in the community once you've start experiencing them.

View comment · Posted Mar 08, 2023 · Volkan Akdugan

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Volkan Akdugan created an article,

ArticleDeveloper updates
Note: The Agent Availability API EAP has ended. It is now fully supported and available for use by all accounts. See Announcing general availability of the Agent Availability APIs.
Announced on EAP starts EAP ends

March 7, 2023

March 7, 2023

April 24, 2023

Zendesk is excited to announce an early access program for the Zendesk Agent Availability API.

What is changing?

Previously, agent statuses could only be managed via the UI and limited reporting was available. Talk APIs provided some of this functionality for calls, but didn't work with omnichannel routing or unified agent statuses. Now, the Agent Availability API enables Zendesk customers to view real-time agent availability information across Zendesk channels and update agents' unified agent statuses. When using the APIs, it's important to understand that an agent's availability is comprised of four parts:

  • Agent's status per channel (online, away, transfer only, offline)
  • Work items assigned to the agent
  • (Omnichannel routing only) Standard and custom unified agent statuses. This is the name of the unified agent status that the agents set
  • (Omnichannel routing only) Agent's maximum capacity for each channel

Why is Zendesk making this change?

We've heard from many customers that they need more visibility into real-time agent status and activity as well as the ability to adjust an agent's status when necessary. Until now, there wasn't an easy way to access this information across channels. The Agent Availability API enable better integrations and open up a variety of new use cases, such as the development of custom monitoring, reporting, and routing flows based on real-time agent availability.

What do I need to do?

During this EAP, Zendesk is seeking participants who are interested in collaborating with us to develop real-time, reliable, high-performing, and scalable Agent Availability APIs that meet your needs. We ask that participants:

  • Use the API and provide feedback.
  • Participate in customer interviews, if asked.

To learn more, see the Agent Availability API.

Note: The Agent Availability APIs are subject to change during the EAP. We recommend that you wait until they are finalized before using them in production.

Edited Apr 25, 2023 · Volkan Akdugan

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