Zendesk Talk - Auto Log Off Agents

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10 Commentaires

  • Commentaire officiel
    Rohan Gupta
    Zendesk Product Manager

    Hi Everyone,

    Thanks for patiently waiting, I am here with a some good news! We have recently launched Idle timeout functionality for Omnichannel Routing. 

    In summary, With idle timeout, you can cause inactive agents to be set to Away or Offline after an idle period of your choosing. 

    Here is the product announcement and here is the detailed documentation. 

    Note: This functionality is only available for the customers who use omnichannel routing. If you are not using omnichannel routing, below mentioned articles might be a good start. These articles mention the details, benefits as well as the limitations of omnichannel routing- 

    Thanks

    Rohan

  • Taylor Van Valkenburg

    I'd also love to see this added as a feature. Our agents are constantly forgetting to set themselves away at the end of their shift and this would be a very important tool for our business, as I'm sure it would be for many other businesses. Please provide an update on whether this will be added soon. thank you! Rohan Gupta

    2
  • Ash

    make more noise and Zendesk will care more. maybe.

    (so good on you for making this thread!) =)

     

    i know i made a similar thread about this 1-2 years ago myself.

    this is typical software development company behavior: some user requests are honored after weeks, others after years, others yet are never seen as something to be prioritized and therefore never implemented into production.

    1
  • Sydney Neubauer

    +1 checking the original post, it is marked as answered. Is there an update?

    1
  • Anne-Sophie Mullier

    Indeed we here would love to have that as well, this is crucial

    1
  • Rohan Gupta
    Zendesk Product Manager

    Hi Whitney and Ash,

    We can understand the pain regarding delay or missed customer communications due to misinformation about agent availability.

    We care about the feedback we receive. We are actively scoping auto change in availabilities for Zendesk agents based on parameters such as inactivity and missed conversations in an omni-channel way and not just from Talk (calls) aspect. More information will become available in the coming months, it is on our next 9 month plans. 

    Thanks

    Rohan

    Product Manager - Talk

    0
  • Alex
    Zendesk Customer Care

    This would be a fantastic addition to Talk! Looking forward to the next few months.

    0
  • Brenda Piersak

    + same.  Recently implemented ZD Talk and this has been an issue since implementation. 

    0
  • Rina

    Would love to hear an update, seeing as the last one was Sept 2021 from Rohan Gupta

    0
  • Rina

    Posting again, would love to hear an update on this Rohan Gupta - still having to manually dis-engage some agents as they can't seem to remember to do so themselves!

    0

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