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Brian Larson
Joined Apr 16, 2021
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Last activity Dec 12, 2023
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Latest activity by Brian Larson
Brian Larson commented,
Hi Widson Reis,
1) Thank you for confirming that having multiple browser tabs with Zendesk should not cause an agent to go offline for Talk. This appears to be the behavior that my team was experiencing, reported in #11719874. We did try to verify that audio was enabled on the tab.
2) Sorry for not being more clear about the behavior, but I meant that agents go offline from Talk (and potentially Chat) rather then being logged off from Zendesk.
3) Can discussion resume on a support ticket for this? I believe we were redirected from #11719874 to this forum because it was deemed a current limitation of the product. But my impression of your comments is that this should not be the case.
Thank you for your help!
View comment · Posted Oct 02, 2023 · Brian Larson
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Brian Larson commented,
Hi Widson Reis, thanks for following up here.
1) Regarding:
To be clear: agents should not go offline on Talk just because they opened new/multiple tabs.
To understand what's happening, could you clarify how long agents are being disconnected after opening a new tab?
I wonder if the session expiration time is not set too low; increasing the session expiration time could potentially fix the problem of agents missing forwarded calls due to disconnection.
View comment · Posted Sep 29, 2023 · Brian Larson
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Brian Larson commented,
@... could you provide another update? Thanks!
View comment · Posted Sep 18, 2023 · Brian Larson
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Brian Larson commented,
@... just checking if you have any updates to share. Thank you!
View comment · Posted Sep 07, 2023 · Brian Larson
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Brian Larson commented,
@... thank you for your response. Can you clarify this line below?
Please note that due to browser constraints, only the new tabs opened will display an offline status; the original tab continues to display agent online.
The behavior that we and Matthew Davis are experiencing is that our agents are silently dropped from Talk and are no longer active. It's not necessarily a display issue of one tab being online and another tab looking like it's offline. Can you confirm that this was your understanding as well?
You also described:
we will add the request to create a more prominent popup in our backlog.
I worry that this is being viewed more as an expected limitation rather than a bug, and thus will take a while to complete. It is common in modern browsers to open multiple tabs, even multiple tabs from the same website. It is a normal user expectation that Zendesk can handle that as well. And Matthew Davis explained this even impacts agents that are forwarding calls to their phone (so they may not pay attention to browser notifications about audio). If the user should not open multiple Zendesk browser tabs and expect to remain Online for Talk then the system should instruct them about this.
Can this issue be prioritized higher since it is actively impacting our agents on a daily basis? Thank you for your help!
View comment · Posted Aug 29, 2023 · Brian Larson
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