Different incoming chat sound per department

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5 Comentários

  • Ramin Shokrizadeh
    Ações de comentário Permalink

    Hi Steven,

    Can you elaborate on why its important for the agent to know what department it is before joining? Are departments segmented by customer status and have different SLAs?

    This isn't a common workflow that we have seen, so curious on how they are triaging incoming requests and how having different sounds would help them. Are the agents all wearing headphones?

    Thanks,

    Ramin

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  • Steven
    Ações de comentário Permalink

    Hi Ramin,

    Thanks for the quick reply! We have 7 different websites for our different shipping countries within Europe, all of them having their own department and triggers in Zendesk chat: the Netherlands, Belgium, Germany, Sweden, Denmark, UK and the rest of international.

    Our support team is made up of Dutch of German agents, who all speak English on a native level. This means the chats from the Dutch and Belgian websites are automatically assigned to the Dutch department and the German chats to the German department. The four other departments (SE, DK, UK, INT) are all English spoken since we do not offer native service in these countries yet or they speak English in those countries. Since we do not have dedicated agents for these 4 departments, I've added all agents from both the Dutch and German team to these departments. However, when for example the German team is short on people I would like the Dutch team to do all the English spoken chats, so the German team can give prio to their own chats.

    At the moment a German agent would hear the chat sound, needs to check the chat dashboard what department this chat is coming from, and then decide if they should pick up the chat or let someone from the Dutch department take it. If there would be a different sound for the English spoken chats, they would not have to switch to the Zendesk chat dashboard if they are busy doing something else. 

    Maybe good to add is that we dont have dedicated chat agents. All of our agents are doing emails and other operational tasks in between chats, since there are some periods where no chats come in (5-10 min). When a chat comes in, it would be nice if they could already hear from the sound which department this chat is coming from, so not everyone has to switch to the dashboard.

    Hope this makes sense, let me know if anything from this workflow is unclear.

    Thanks,

    Steven

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  • Ramin Shokrizadeh
    Ações de comentário Permalink

    Thanks for the detailed explanation Steven, I better understand how your agents are working. Although we have no plans to support this natively, there might be some workarounds you can try.

    #1 Use trigger activated sound notification: You can customize the sound for when a visitor gets into a trigger activated state. In theory, you could create a trigger that checks for a tag on the visitor set via the Javascript API letting it know its an English speaking customer.

    It would look something like this:

    #2 Use Real Time APIs (Enterprise/Premium plan only): You can look at building a custom integration using the Real Time APIs to play a sound for the whole office/individual agent when it comes from a specific department. You can get the docs for the Real Time APIs here: https://developer.zendesk.com/rest_api/docs/chat/apis

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  • Rob Lee
    Ações de comentário Permalink

    Hi Roman I need help with this same issue do you offer the service to do this for someone not as skilled in working with code?

     

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  • Ramin Shokrizadeh
    Ações de comentário Permalink

    Rob Lee Unfortunately, we do not provide assistance with custom code. You may be able to ask freelance developers to help you out using the Real Time APIs. You can also look at some of our partners to see if they can assist with you regarding the custom code: https://www.zendesk.com/marketplace/partners/

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