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

Planejada

32 Comentários

  • Comentário oficial
    Leah
    Zendesk Voice of Customer Team

    We're excited to let you know that we are planning to solve for this need. We understand that this is a need for many of our customers and are excited about its potentially impact on your Talk metrics. We'll keep you updated when we have more info to share. 

  • M. R.

    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

    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

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

    0
  • Mike Jager

    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

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

    0
  • Eduardo Alberto

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

    0
  • Nicole S.
    Zendesk Community Team

    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 S.
    Zendesk Community Team

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

    0
  • Eduardo Alberto

    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

    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

    "It's a feature not a bug"
    😕

    0
  • Brian

    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

    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 S.
    Zendesk Community Team

    Thanks for the detailed feedback, Irina!

    0
  • Jon Hall

    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
    Zendesk Product Manager

    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

    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

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

    1
  • Ian Smith

    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." 

    2
  • Susan Biehl

    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.

    1
  • Victoria Brearton

    I agree that this is a big miss on ZD Talk. It's a basic call-center necessity. I'm surprised this request hasn't received any traction.

    1
  • Howard

    I also agree, the ability to auto log agents out at the end of the work day should be an option and I am disappointed that introducing this additional functionality isn't seen as a priority. 

    0
  • Susan Biehl

    This has been requested for 3 years now. Surely this has to have gained some traction. It is maddening that I have to keep a constant eye on my agent's statuses to make sure they are logged off at the end of their shifts. It's just not a good use of my time.

    If I could create a trigger based on an agent's schedule that would automatically log them off if their total online time exceeds 8 hours, that would be amazing! Otherwise, I have calls still being routed to agents who ended their shift and gone home.

    Can we get an update on whether Zendesk has anything in development to resolve this?

    0
  • Laurence

    This is something which is an ongoing issue for us too! Does anyone know if this is going to be an option soon?

    0
  • Jason

    +1

    0
  • Tom Bamert

    It is becoming apparent that Zendesk has gone down the deadly path of many other software companies.  They are continuing to add products to their software suite and failing to improve their existing products.  Zendesk Talk has been missing feature for years that all of us have been waiting and there is literally no movement.  No road-map, no communication, nothing.

    Our organization was growing with Zendesk and now we are starting to look at other solutions because they just don't listen.  We are not going to develop and maintain features using their API when they should already existing in the solution.  

    Zendesk, start improving the solution or you will lose customers!

     

    0
  • Flavio Lira

    I believe what Zendesk shows its users through this and many other highly-requested features for small businesses is that small accounts don't really move the needle of development prioritization for Zendesk. 

    0
  • Tom Bamert

    And the funny thing is that small business most likely make up most of the business, especially for talk.  There is no way Talk meets Enterprise needs with all these missing call center features.

    0
  • Theodore Wolf

    Hi there,

     

    We've run into this issue as well. +1 

    0

Por favor, entrar para comentar.

Powered by Zendesk