New Feature Request! Automatically change chat status if taking a live calland vise versa

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4 Commentaires

  • Commentaire officiel
    Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Jenna,

    This problem has been addressed with a feature called focus mode if you are using Chat and Talk together (does not support Talk Partner Edition). 

    You can learn more about focus mode here: https://support.zendesk.com/hc/en-us/articles/1260801949849-Enabling-focus-mode-for-voice-and-chat-in-the-Zendesk-Agent-Workspace

    -Ramin

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for taking the time to share your feedback on this, Jenna.

    If other users are interested in this idea, please up vote Jenna's post, and share your own use-case in the comments below.

    0
  • Kalle Windefalk

    The agent status is still "online" in Talk when the agent is in a chat session.

    The status should be updated to away. This is problematic for team leaders who doesn't use chat (and since you also need a chat license to be able to see which agents are being served chats) 

     

     

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Kalle,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, as mentioned in this post, the following can be solved by enabling Focus mode in the Agent Workspace. 
     
    If you haven't enabled the Zendesk Agent Workspace, kindly check our article, Enabling and disabling the Zendesk Agent Workspace for more information about this.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
     
    0

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