Kayla Roden

Echoing all of the sentiments above. We also require a Chat Wrap Up time. Our agents currently are expected to handle 2 concurrent chats, but as customers drop out of live chats, Zendesk automatically routes them another chat without them having the ability to wrap up the ticket on the chat they'd been working on. This results in agents manipulating the away/invisible statuses to give themselves time to work on their chats, making it difficult for us to track actual online agents and properly staff to our chat requirements.

 

Is there an update on if/when this may be introduced?