Feature request: Adjust agent idle timeout in Agent Workspace

12 コメント

  • Barry Neary
    Zendesk Product Manager

    Hi, this is being introduced in omnichannel routing in Q1 2023

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  • Tim G
    Zendesk Luminary

    Just came here on advice from Zendesk support, to add my voice to this feature request please!

    We also really need the ability to change the idle timeout for agents. We are using messaging, and are using Agent workspace, but are NOT using omnichannel routing due to other issues.

    This article also has some background, but after chatting with Support, it seems like it's confirmed that we can't change the idle timeout in this scenario. Would love to see that implemented please. Thank you!

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  • Jessica Mendoza

    We use the omnichannel feature and it creates issues when agent statuses are timed out when routing calls or tickets. The agent should be marked available unless otherwise manually updated. 

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  • Barry Neary
    Zendesk Product Manager

    Hi Jessica Mendoza

    We have a disconnection feature that sets an agent to offline after they close their browser for more than 2-3 mins - is that what you are referring to? If so, we can turn it off for you subdomain, but agents will then need to remember to manually set their status to offline before going off shift....

    1
  • Barry Neary
    Zendesk Product Manager

    HI Tim G

    Thanks for that - what are the reasons you dont wish to use OCR? Anything I can help with, as the idle timeout feature is not likely to be enabled for non OCR customers any time soon....

    Barry

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  • Jessica Mendoza

    Hello Barry. Yes, this is something I would like please. 

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  • Tim G
    Zendesk Luminary

    Hi Barry Neary, oh, yep there were a couple of sticking points for our particular workflow:

    1. We really wanted a 'ping all' approach when a new message convo comes in - rather than it automatically assigning to one person directly.

    2. We sometimes have to hand a messaging ticket over to a different region, so we'd chat with the customer and let them know, and then try to leave it in 'unassigned' - but it would then auto-assign to someone in the team. 

    I know that some of the above may be a case of we're using it wrong, but in some cases that was how we were needing to use the system - we looked into trying to exclude auto-routing using tags (or rather, not having the auto-route tag) but it didn't work for messaging tickets - they were always auto-routed, and assigned to someone directly. 

    Having the ability to say 'no, DON'T auto-assign ticket type x' etc, would have fixed it for us.

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  • Barry Neary
    Zendesk Product Manager

    Hi Tim

    1) Yes, what was known as broadcast mode is not available with OCR - it is something on our long term roadmap

    2) You could assign messages to an empty group, and then allow agents to pick them up manually via a view?

     

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  • Stephen

    Hi Barry Neary,

    Something our team has noticed with the Idle Timeout, is that Agents are being timed out, when they set their status to certain Custom Statuses (like Lunch / Busy), as opposed to Online. During those periods, we would prefer not to have the idle timeout kick-in.

    Are there plans to update the Idle Timeout so it will only kick in for a configurable set of Agent Statuses?

    One other note I would have, is that it would be interesting if Idle Timeout could be aligned with the Capacity Rules / Assigned to certain Agent Groups. At the moment, it is a blanket option, when in reality we may want different periods for different groups. Is this on the roadmap?

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  • Jessica Mendoza

    Hi Barry Neary,

    How can we move forward with your previous suggestion for my account?

    Thank you,

    Jessica

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  • Barry Neary
    Zendesk Product Manager

    HI Jessica Mendoza

    I had previously sent you an email at your biote.com address - perhaps you can send me an email (bneary@zendesk.com) with the subdomain?

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  • Barry Neary
    Zendesk Product Manager

    Hi Stephen, both of these are on the long term roadmap, no ETA but likely H2 2024

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