What is the Focus Mode EAP?

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14 Commentaires

  • Nick Wurm

    @Volkan Akdugan

    Any plans to integrate Sell Voice into the Focus Mode feature?

     

    The current lack of an integrated phone system between Zendesk Support Talk and Zendesk Sell Voice leaves our agents susceptible to receiving incoming calls from each platform at the same time.

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  • Terry Knox

    Am I right in assuming that this won't work with Talk:Partner Edition and, if so, are there plans for it to be developed for customers using Partner Edition too? 

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Terry Knox

    Focus Mode is scoped to work with only with Zendesk live channels initially. We will consider adding TPE and any additional channels later based on the feedback.

    Thanks,
    Volkan

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi @Nick Wurm

    We don't have plans to integrate Focus Mode with Sell Voice at the moment. However, I do understand your issue with the current situation and I know integration of Sell Voice with Zendesk Talk is in the roadmap of the related Zendesk teams.

    Thanks,
    Volkan




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  • Nick Wurm

    Hi Volkan Akdugan

     

    Is the integration of Sell Voice with Zenesk Talk on the 2021 roadmap?

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi @Nick Wurm

    I can confirm its in the roadmap but I can not really mention any timeline on behalf of these product lines as plans are always subject to change, thanks for the understanding.

     

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  • Terry Knox

    Thanks Volkan Akdugan. I'm sure there are lots of customers like us, who would like to see this work with alternative telephony providers too. Will keep an eye open. 

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  • Andrew

    Does it ensure that channels stay available?

    E.g. I have 3 agents on phone and chat, chat limit of 2 each, and 3 chats come in.  Does each person get 1, or does an agent get 2 to ensure the phone is still covered?  (and vice versa)

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Andrew,

    Chat routing depends various different parameters including who's been available (i.e., not serving a chat) for the longest time and other limits set, so there is no specific pattern followed.

    The way I foresee extreme conditions that might lead all agents assigned on a single channel can happen if a channel clearly prioritised over the other one or in case of extreme difference between call and chat traffic with very limited number of agents and under very high load. However still in this case, one or more the agents can change to be online only for a single channel and start getting calls or chats immediately.

    Thanks,
    Volkan

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  • Tobias Hermanns

    Hi Volkan,

     

    we register long time ago and still not enabled on that EAP.

     

    Can you allow our domain please (zyxeleurope), thanks!

     

    /Tobias

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Tobias Hermanns


    Thanks for reaching out. I will schedule a session to understand your current setup and how we can onboard you successfully.

    Thanks,
    Volkan

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  • Fabio Strasser

    I agree with Terry Knox! Would love to be able to use it with Talk Partner as well. 

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  • Clik Rogan

    Hi All, Just wondering if there is any interest in the ability to apply this at a group level? 

    We have groups of agents who predominantly work on a omni channel and then groups of support agents who work on  specific channels. 

    The biggest issue we've seen with this EAP thus far has been the issue of one channel taking priority. For example, all agents are serving chats and are presented with more chats as other chats will end. This has resulted in our Talk customers being on hold and subsequently abandoning contact with our team and vice versa. 

    Any updates or suggestion here would be appreciated! =] 

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  • Volkan Akdugan
    Zendesk Product Manager

    Hi Clik Rogan Thanks a lot for the feedback.

    Focus Mode setting is on the account level however the feature will impact only the agents that are online on both Talk and Chat at the same time. Some of our EAP customers start using Focus Mode with a group of omni-channel agents initially by being online for Talk and Chat at the sametime while other channel specific agents were online on a single channel at a time. By this way, we can actually utilize the feature as per agent / per group.

    On the other point, we don’t change the existing queuing and routing mechanisms for Chat and Talk, it will still be both products sending requests as is today, as separate channels and Focus Mode will avoid assigning a new work item if the agent is already busy on the other channel.

    While said that, there is larger on-going omni-channel initiative at the moment that will potentially fulfil both items in the long term.

    Thanks,
    Volkan

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