New Feature Request! Automatically change chat status if taking a live calland vise versaCompletada
With agents on both chat and call queues, it can be hard to manually toggle between each and not miss interactions. If a chat comes in, they won't be able to also answer a call. We don't want the customer waiting too long and or causing our metrics to show lots of missed calls. 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.
This problem has been addressed with a feature called focus mode if you are using Chat and Talk together (does not support Talk Partner Edition).
You can learn more about focus mode here: https://support.zendesk.com/hc/en-us/articles/1260801949849-Enabling-focus-mode-for-voice-and-chat-in-the-Zendesk-Agent-Workspace
Thanks for taking the time to share your feedback on this, Jenna.
If other users are interested in this idea, please up vote Jenna's post, and share your own use-case in the comments below.
The agent status is still "online" in Talk when the agent is in a chat session.
The status should be updated to away. This is problematic for team leaders who doesn't use chat (and since you also need a chat license to be able to see which agents are being served chats)
Thank you for reaching out to Zendesk Support.
In regards to your concern, as mentioned in this post, the following can be solved by enabling Focus mode in the Agent Workspace.
If you haven't enabled the Zendesk Agent Workspace, kindly check our article, Enabling and disabling the Zendesk Agent Workspace for more information about this.
Thank you and have a wonderful day ahead!
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