Talk status changes to offline between tabs

Respondida

17 Comentarios

  • Comentario oficial
    Sean Chuang
    Zendesk Product Manager

    Update August 9, 2023

    Thank you for the additional feedback. 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. 

    Also, a warning message is displayed on the call console to enable audio. That being said, we will add the request to create a more prominent popup in our backlog. 

    Thanks,
    Sean

    ------

    Update August 2, 2023:

    Hello,

    Thank you for the ticket. Please allow us to add more context to the information provided by the advocate. 

    1. The browser: the constraint in part is due to the browser in question as it does not allow for audio to be enabled on multiple tabs. If that was allowed, you could imagine a scenario where multiple tabs could be ringing at the same time.

    2. We understand that in the real world, agents often are multitasking (e.g, different tickets) so our recommendation is that you open up additional ticket tabs w/in our agent workspace software. 

    Thanks,

    Sean

     

     

    ------

    Hello,

    Thank you for your question. Can you please let us know where you found this quote? 

    Thanks,
    Sean

  • Stella Kang

    Sean Chuang This was stated to me in case #11719874.

    1
  • Matt Davis

    Hi Sean Chuang My organization is having a similar issue where Talk Agents are kicked Offline when they open multiple tabs, even if they should be Online via Forwarding.  We are not using Omnichannel Routing. 

    2
  • Matt Davis

    Apparently kicking Agents offline is the "Intended Behavior" here.  This is not acceptable, as it leads to all our agents ending up mysteriously offline by the end of the day, and calls being dropped.

    "Browser Audio" is not a valid reason here if all agents are using Phone Forwarding. 

    At an absolute minimum, some kind of popup or warning should be generated when the Agent is knocked offline. Silently dropping users who have Zendesk open (and are set to Phone Forwarding, and don't expect tabs to have any affect on their status) is not acceptable.

    2
  • Stella Kang

    Couldn't agree with you more, Matt Davis!

    0
  • Brian Larson

    Sean Chuang 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!

    1
  • Sean Chuang
    Zendesk Product Manager

    Brian Larson, thank you for your question. The agent status should be consistent until it is changed. Let us forward your question to the Unified Agent Status team. I assume you are using omnichannel routing?

    "The behavior that we and Matthew Davis are experiencing is that our agents are silently dropped from Talk and are no longer active."

    0
  • Matt Davis

    We are not using Omnichannel routing or Unified Agent Status because of the listed Limitations for that feature.  Call Forwarding is the only method by which Agents answer Calls in our organization, and this limitation is not acceptable for us.

    If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to the agent will no longer be forwarded to the agent's phone.

    0
  • Stella Kang

    We are also not using Omnichannel routing or Unified Agent Status.

    0
  • Brian Larson

    Sean Chuang just checking if you have any updates to share. Thank you!

    0
  • Allie McCaw-Niederer

    We do not currently use Talk (only email support), but our agents have reported that when they navigate away to Slack, another tab, etc. for too long, their status has been set to Offline without them being made aware. Is this a known issue for more than Talk? Any workarounds?

    0
  • Brian Larson

    Sean Chuang could you provide another update? Thanks!

    0
  • Widson Reis
    Zendesk Product Manager

    Hi Brian Larson, Matt Davis,

    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? Since it appears you are not using Omnichannel routing we can eliminate the possibility of idle timeout configuration causing the issue. 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.

    0
  • Brian Larson

    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.  
     
    Do you mean multiple ticket tabs within a single browser tab for Zendesk? Or do you mean multiple browser tabs all for Zendesk tickets? We appear to be logged off when opening multiple browser tabs, each for Zendesk.
     
    2) Regarding:
    To understand what's happening, could you clarify how long agents are being disconnected after opening a new tab?
     
    I'm not sure exactly on the timing as it isn't always consistently reproducible. It appears to be soon after.
     
    3) Regarding:
    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.
     
    Our session timeout is set to 8 hours for both the agent and end user. So that doesn't appear to be the issue since our agents could sign in at the start of the day and the session timeout wouldn't affect them until 8 hrs later.
    0
  • Widson Reis
    Zendesk Product Manager

    Hi Brian Larson,

    My answers below,

    Do you mean multiple ticket tabs within a single browser tab for Zendesk? Or do you mean multiple browser tabs all for Zendesk tickets? We appear to be logged off when opening multiple browser tabs, each for Zendesk.

    I mean multiple browser tabs, say having Zendesk in one tab and opening other tabs in the browser for Slack, Google Docs, Zendesk, etc. Agents should not go offline or be logged off just by doing that.

    Just a heads up though: If you open Zendesk in two browser tabs, e.g., two tickets, each in a browser tab, depending on your browser configuration you may see a little❗️over the Talk icon in the second tab. This doesn't mean that the agent has gone offline, but that the audio has been suspended on that tab. If a call comes in the call console will still open in all browser tabs where the top app bar is visible. 

    I'm not sure exactly on the timing as it isn't always consistently reproducible. It appears to be soon after. 

    We need to investigate this. Could you just clarify if the issue is that the agents are going offline on Talk or being logged off (from Zendesk) as you mentioned above? This will help us to involve the right team.

    Thanks,
    Widson

    0
  • Brian Larson

    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!

    0
  • Widson Reis
    Zendesk Product Manager

    Hi Brian Larson,

    I've created a follow-up ticket.

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk