Auto Logout from Talk (Agent forgets to logoff at end of shift)

20 コメント

  • M. R.
    コメントアクション Permalink

    The same experience here.

    Zendesk chat should automatically manage the agents login sessions. The ideal behaviour is to ask for confirmation to prevent accidental closing of webpage and automatically logout the agent if the webpage is closed. If that specific agent had active chats, these chats should be transferred to any other available agent. This will help in case of some hardware/software errors.

    Another feature that will make things easier is to have an automatic welcome message that can use the agent and customer names. If the client John opens the chat and is assigned to Bob he should receive an automated welcome message like: Hello John and welcome to Enterprise. My name is Bob, how can I help?

    These requirements should not be something impossible for the chat development team.

     

    2
  • Ian Smith
    コメントアクション Permalink

    This should be addressed. If possible, closing the your browser should automatically make you unavailable on Talk. Another solution, or in addition, is that if you have been inactive for a certain amount of time Talk could talk you off of availability. 

    1
  • Tikisha Dowden
    コメントアクション Permalink

    I agree, this would be a nice feature to have with Talk. 

    0
  • Mike Jager
    コメントアクション Permalink

    This is a constant issue for me.  I absolutely LOVE my team but let us be honest, we're all human LOL  From time to time especially on busy days they forget to log out and as previous posters have described chat request are allowed to funnel in providing a negative experience.

     

    I would like to expand upon the enhancement request made for an auto-log out.  Either in addition or a possible alternative is for designated admins to have an ability to force log out.  Perhaps under the chat management portal, list the chat agents logged in at any given time, with a button-click option to force log out.

     

    This way even if an auto logout with a timeout is added, we as admins do not have to necessarily wait for it to be triggered...instead we can instantly log out our chat agents.

    2
  • Lance Le Roux
    コメントアクション Permalink

    Hi there, I agree this would be great to have,

    0
  • Eduardo Alberto
    コメントアクション Permalink

    Exactly a year since this post has been created. How is this not implemented yet? Seems like a basic functionality.

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Eduardo - 

    The length of time since the original post is not a big factor in how we make product development decisions, and not everything requested gets built. We receive over 200 product feedback ideas every week. 

    We'll check in with the product team to see if this is something they're considering or working on, but it doesn't appear that we've received a significant amount of feedback on this particular functionality to date. 

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    I'll add that there are some API workarounds available for changing agent status, described in this comment

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  • Eduardo Alberto
    コメントアクション Permalink

    That is a great suggestion if you want to update agent's availability based on nothing as the API doesn't even return the agent's last activities. 

    Lacking this feature is the same thing as answering a call and leaving the phone off the hook, so your answer translates to either there's an issue with feature prioritization or you just don't have enough resources to fix what's clearly something that was overlooked. Either way, I'm moving my agents out of Talk.

    1
  • Jose Gonzales
    コメントアクション Permalink

    Another issue with ZenDesk talk. We moved away from ZenDesk entirely several years ago because talk simply didn't have enterprise-grade call center capabilities when it came to phone. Coming back to talk now that it is more developed is great but I can't believe how many things I keep finding that aren't available. It is truly baffling. 

    This is an essential function. If an agent closes out their browser, talk needs to set the agent offline.  If an agent misses 2 calls consecutively it should also switch the agent to an offline status.

    Setting business hours helps somewhat for after hours but during business one agent might go to break and forgets to go offline. It is a pain to have to monitor this throughout the day on top of other tasks.

    1
  • Mark Lee
    コメントアクション Permalink

    "It's a feature not a bug"
    😕

    0
  • Brian
    コメントアクション Permalink

    Hey Nicole, can you repost those articles for a possible workaround? Looks like the links on the actual page once you get there are dead

    3
  • Irina Gorelik
    コメントアクション Permalink

    I'd like to add my own use case, which is slightly different from those outlined here. Our support team does on call phone-only rotation for the holidays. This means that each person on support covers a shift of X hours and their phones are on for ZD talk during this time. Due to the manual effort of turning the phones on/off per agent, this becomes inconvenient for agents that cover in the middle of the night. This means that an agent may need to wake up in the middle of the night (12-8 am) just to switch themselves off and put the next person on. It would be great to have a way for non-technical teams to automate this. For instance, we use PagerDuty to alert us of urgent tickets and create the on call schedule. If we could integrate Talk with this to automate turning the agent on/off for their on call, that would be great!

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the detailed feedback, Irina!

    0
  • Jon Hall
    コメントアクション Permalink

    A potential interim solution could be to add the ability for non-admin role to set agents to 'unavailable' status in talk (as a designated role permission setting). Admin role in tools is typically segregated for system wide config or high security tasks.

    To have the ability to force agents to 'unavailable' status in talk is useful, but to have it at admin level only either means admin needs to be available 24/7 or create a potential security risk in providing admin status to non 'admin' users. 

     

    1
  • Neil Weldon
    コメントアクション Permalink

    We do have a set of APIs for changing the state of an agent's availability. These are documented on developer.zendesk.com. Where we recognise the need for more granular permissions for Admins, Team Leads and Agents, in the interim building an App using these APIs which is made available to the right agents may be a solution.

    Thanks

    Neil

    Neil Weldon | Director of Product

    0
  • Eduardo Alberto
    コメントアクション Permalink

    The API doesn't have ways for you to know when an agent is idle or afk, so don't waste your time if you feel like trying that weird suggestion above.

    0
  • Flavio Lira
    コメントアクション Permalink

    C'mon, Zendesk, be good to us and help us eliminate busy-work as you do so well!

    0
  • Ian Smith
    コメントアクション Permalink

    I think this is a pretty straight-forward one. If an agent missed 1 or 2 calls just auto-change them to "away" or "offline." 

    1
  • Susan Biehl
    コメントアクション Permalink

    I am in agreement with this. It should put agents offline as soon as the schedule ends for the day. Also, if they close their browser it should change their status to Away or Offline. I don't like having to remember to check and make sure everyone changed their status at the end of every day. Also, if someone forgets to change their status, it skews the reporting making the data unreliable for productivity.

    It's shocking to see that people have been requesting this for 2 years, but no changes have been made.

    0

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