New Feature Request! Automatically change talk status if taking a live chat and vise versa
With agents on both chat and call queues, it can be hard to manually toggle between each and not miss interactions. If a call comes in, they won't be able to also answer a chat. We don't want the customer waiting too long and or causing our metrics to show lots of missed chats. It would be great if an agent is live in both a chat and talk queue and an inquire comes in, they are temporarily placed on unavailable until they end the chat or call, or place themselves manually back in the queue.
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Comentario oficial
Hello, we launched the new "focus mode" feature in July that allows your agents to be available for both voice and chat conversations but only serves one channel at a time. Please see the link here, for more information about focus mode and instructions about how to enable it.
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as someone who works in Chat and Talk, i have never been assigned a chat while in a phone call, or vice versa.
AFAIK it doesn't show the status being changed, but it's changed "behind the scenes" (?).
Maybe this is a per-customer setting in your specific Zendesk instance?
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