Impossible to get a solution

Planifiée

7 Commentaires

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ruben,

    Thank you for writing in. We are aware that it is not possible to set an agent-level chat right now and working to rectify it. 

    However, I am curious about your case for chat limits. How would you like to assign the chat limits and how often do you for-see changing it? 

    We will take your feedback into consideration while making this change. Will keep you posted on the update. 

    -Prakruti

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  • Ruben Ramirez

    We need to set a limit for each agent as shown on this page: 

    https://chat.zendesk.com/hc/en-us/articles/217777918-Chat-routing

    We have 10 agents connected in peak times to receive all the chat requests without delays but for example at nights we have only one agent available, so we can't leave the account without limit all day long now we have to control during all day the limit is not reached to avoid losing customers and is a big bad experience having to check the queue. 

    I don't know how Zendesk could said the migration to zendesk chat didn't affect us, showing all this brand new features here. but for those who were paying for enterprise account and a lot of zopim agents too is not possible to activate this features. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ruben,

    We are aware of this limitation and looking at fixing this issue to allow agent-level chat limits.

    Currently, the chat requests are placed in a queue if every agent has hit chat limit. Requests are then pushed to the agents as they complete their current chats. This allows them to concentrate on their current chats. Your customers will see a message prompting them to wait. Increasing the chat limit during peak time might lead to slower response time for each chat as their attention is divided between larger number of chats. 

    Second option, while it might not be the best experience, is to maintain different chat limits during day and night. 

    Rest assured, we are trying to fix this gap. 

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  • Ruben Ramirez

    It's been 2 months since this request and we're still waiting for any fix to the problem. 

    Why should we continue paying for this software if we don't get any solution?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ruben,

    We have taken this feedback and the change to support agent-level chat limits is being rolled out gradually to accounts. It should be available over the next 1 - 1.5 month. 

    We will need more information on your account - name or the subdomain that you use. Please do create a ticket - referencing this thread. Thank you for your patience. 

    -Prakruti

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  • Dan Ross
    Community Moderator

    Hi Prakruti,

    Is there a way to get our account on the list ones to get this rolled out too? We're moving from LiveChat to Zendesk Chat and this is an issue for us. We used to be able to have per agent limits (we'd set it higher for experience agents) but now we're stuck on a global limit. 

     

    Thanks!

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Dan,

    Could you raise a ticket for Zendesk Chat. We will need more information about your account to check if we can enable agent limits for you.

    -Prakruti

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