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Agent Workspace: Notification when chat is transferred to agent
完了
投稿日時：2021年7月15日
Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).
Agents need to "accept" the chat and be notified with a sound a new chat has been assigned.
This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time.
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35件のコメント
Gene Christopher
+1 to this.
0
Jess Oliver
Can this be reopened? My understanding is that omnichannel routing has the fix, but if you don't want to enable messenger then you are out of luck.
Any thoughts?
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Anton Maslov
+1 - it definitely make sense for the agents to have a sound notification once chat is transferred.
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Amelia
Any update on this?
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Jess Oliver
We just switched to AW and have no desire to implement messaging yet. Sounds and transfer acceptance needs to be implemented please asap.
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Amelia
Yes, this is still an issue we face.
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Zendesk Admin - 2
Can the team please provide an update here please? I see the post is marked as Completed but this feature is not yet implemented
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Amelia
+1 What is the update on this?
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Jahn Bronilla
Hi Prakruti Hindia - appreciate you sending the omnichannel routing for messaging but apparently not all customers are on messaging nor want it.
How about those who opt in for Live Chat? Can we also have this transfer notification specially we are using live chat with live customers hence really helpful feature if we have this.
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Lewowlouis
Hope 1264020478670 can implement this the soonest time possible.
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