Need to have visibility on who hung up first

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25 Comentarios

  • Comentario oficial
    Sean Chuang
    Zendesk Product Manager

    Update May 24, 2023

    Hello,

    This improvement is not part of our 2023 roadmap.

    Note: Depending on what you are trying to accomplish, for example, if you are trying to determine if the agent is handling the call in the quality you desire, we are rolling out post call transcriptions (w/ summarisation, caller sentiment and call disposition features) in 2023. With this, you can see how the agent is executing the call in question.

    Thanks,
    Sean

    --------

    Update March 2023

    Hello, thank you for the interest in this feature. At this time, this improvement is not slated to be prioritised until Q4 2023. We have a few large scale Talk features coming and it's important we are on schedule to deliver that for you. Thanks for your patience. 

    Sean

    ----

    Hello community,

    Thanks for all the +1s. We are in the midst of developing some large scale features and as soon as those are out, we will turn our attention on these very important incremental updates. At this time, I am not able to provide a more specific timeline but we are actively evaluating all of your requests. 

    Thanks again for everyone's patience. 

    Thanks,
    Sean

  • Anastasia Kachanova

    + 1 


    We have agents cheating the system like this.

    To have visibility of WHO has ended the call is vital for any call center. We need to have clear visibility whether call was ended by customer or something has happened on our side. 

    Imagine that we have 1k calls a day, we cannot physically listen to all call recordings to figure out if there is an issue and from what side it's coming.

    6
  • Christopher Powell

    I agree this feature is needed, the interesting part is Support is able to see this information on their end it is just not accessible to users. It seems inefficient to have to submit a support ticket to find this information out for a specific call.

    4
  • Ben

    This is an essential feature for call centres. Unfortunately, Zendesk isn't the only CRM missing this. Gamma are still working on this feature.

    2
  • Jay Gianan

    Hi Sean Chuang, do we have an ETA as of yet? Thanks!

    2
  • Ray

    +1 on this feature request! 

    1
  • James Knights

    +1 from me too!

    1
  • System (Lu)

    +1

    1
  • Lauren Montgomery

    +1

    1
  • Laurenz

    +1

    1
  • Hanni

    Badly need this feature, Zendesk!

    1
  • yanko.chakarov

    Hi,

    This is something we really need as well.

    Is there any update on the timeframe of the implementation of this functionality?

    1
  • Rachael Kolman

    Any updates on when something like this may be available?

    1
  • Jay Gianan

    +1

    Hello team, any news on this feature? Thanks!

    1
  • Jarod Agudelo

    +1 , this feature should be included in the 2023 roadmap, It could help us to track undesired behaviors from agents and address them, thanks!

     

    1
  • Kristin from the Care Team

    +1

    1
  • Atanas Tomov

    +1 on this

    1
  • Mary Ann Sin

    This was a very useful feature Five9 had. Would encourage the team to get this basic functionality on the roadmap.

    1
  • Boyan Spasov

    +1

    1
  • Mary Ann Sin

    We've signed up for Gen AI for talk, which summarizes calls. Less than a week in, however, I did see a summary that provided the below image. This could potentially help.

    1
  • Martin Holmes
    Zendesk Product Manager

    Hi Benny, 

    Thanks for the feedback. We understand your frustration in not being able to know who hung up the call first. 

    We will add your request to our product backlog for future consideration.

    One partial workaround may be to listen back to the call recordings to see if you can figure out who hung up the call. 

    Thanks,
    Martin

    0
  • Angie Melissa

    +1

     

    0
  • Gaël

    +1

    0
  • Thomas Johnson

    +1

    0
  • Nikola K

    +1

    0

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