Nate Fritz

Hello,

Is there a way to use offline ticket forms with the SDK?

Our app developer has enabled the form to display in our App, but when agents are offline it simply prompts "Chat with an agent", then says "To contact you when someone is available, I need some more information."

Then it asks for the name and email only, no description of the issue that we can actually use to follow up without requesting more information.

Hi all!

Can you provide an explanation of how average chat concurrency is calculated?  It seems incredibly low, both in our org but also in the screenshot examples above.  When I've worked with systems that provided a chat concurrency metric in the past, it was based solely on times that agents were actively engaged in a chat, so concurrency could never be below 1 and the target was 1.5. 

With all of our agents at 0.5 or lower, I'm assuming Zendesk calculates it differently.

Any luck on this?  Interested in the same thing.

Hi @...! 

I realize that this metric might not be available yet since it's not technically the end of the week, but once it does show up, where will we find it in Explore?

This is an exciting update, looking forward to trying it out.

That said, while it sounds great on paper, I am curious about the actual routing behavior. 

Almost all of our agents are configured to take multiple concurrent chats.  I assume this system still routes first in, first out, but what happens when all agents are on one or more chats and a call is sitting in queue? 

Does the system ever stop routing chats to agents so that the call gets addressed next, or will it continue to route chats essentially locking agents into that skill?

Thanks for any clarification you can provide!