This regards the Enable Idle Timeout in Chat. This makes an agent 'away' or 'invisible' in almost all cases. In order to not go idle, an agent must be clicking within the chat dashboard.
Simply using another application or being within another tab on the computer is not enough. And even clicking around in Chat is not enough to avoid going idle.
Our agents do not get many chats at this point. They had set their idle timeout to be 15 minutes. During a 15 minute period of time they have Chat open, ready to hear a ping, but may not necessarily be in the Chat tab. In other words, they may working in Zendesk tickets or in a different tab or application.
Having to actually be in the Zendesk Chat dashboard for the idle counter to stop is a bit onerous. Agents have many other responsibilities and having that much attention to Chat to keep from being considered idle is not likely in our case. It is likely the agent is logged into their PC and has Zendesk Support and Chat open in the background during large swaths of their day.
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