[COMPLETED] Round robin chat assignment

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14 Comentários

  • Comentário oficial
    Jeremy Seow
    Ações de comentário Permalink

    Hi All,

     

    We recently launched this feature :) Check out our blog post here: https://blog.zopim.com/2016/01/26/chat-routing/

  • Mike Malmrose
    Ações de comentário Permalink

    Agreed. This would be very useful in some cases. The incoming chat would need to be available for anyone to grab after a certain amount of time had passed though and the agent that should have got it hadn't responded to it.

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  • Mark Deaton
    Ações de comentário Permalink

    Does anybody know a near-term work-around? Being able to assign chats round-robin style would be very useful.

    1
  • James Peterson
    Ações de comentário Permalink

    Hi Jenny, Mike, and Mark,

    Thank you for taking the time to post your feedback.  In order to help our Product Managers better understand your needs, I'd like to gather more information aboout your situation.

    Could you describe the problem caused by the lack of round-robin in more detail?  I understand that Jenny would like it to be more equal, but other than that, are other problems created?  Do your chats have inordinately high response times, or do you notice a low satisfaction score?  Could you also explain how you currently address this problem now?  For example, do your agents communicate with each other to trade chats, or do you have another system in place to make it more equitable?

    • James Peterson
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  • Jenny Terlinden
    Ações de comentário Permalink

    Hi James,

    A couple of the other issues we have are:

    -Anytime a chat comes in, all of my reps get a desktop notification.  This is necessary to inform them of the incoming chat, but it's a waste of time to disrupt all my reps when only one of them is going to actually take the chat.  So every time a desktop notification appears, all of the reps need to go to the Zopim chat section of Zendesk and see if the chat has been taken.  This probably takes around 5-10 seconds and interrupts them from the ticket they are working on.

    -Our response time for incoming chats is around 30 seconds on average, so it's not that slow, but I'm guessing that if a rep knows that everyone gets a desktop notification, many of them are going to wait it out and see if someone else takes the chat.  If the rep knows that only one person is seeing the notification, he/she is more likely to jump on it quickly.

    To address this currently, I implemented chat shifts, so only half of my team is ever on chat at once. This gives my reps 4 hours of uninterrupted time to work on email tickets and with only 3 reps on chat they are faster to reply to incoming chats.

    Thanks!

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  • Mark Deaton
    Ações de comentário Permalink

    Hi James,

    Thanks for asking. Jenny articulated our situation pretty much spot-on, so I'll try to be brief.

    When every agent sees an incoming chat, each agent thinks "If I wait for a bit, someone else will take the chat." This causes two problems:

    1) The customer has to wait longer than he/she should, simply because all of my agents are sitting around hoping someone else will take the chat first, and

    2) My agents feel disgruntled because some of them care more than others. This creates an uneven distribution of work, which lowers team morale and overall job satisfaction.

    We're trying the following work-around for now:

    I assigned a team lead who takes all incoming chats. This responsibility is rotated daily. The team lead either takes all incoming chats directly, or uses a third-party tool (gmail chat) to tell another agent to take an incoming chat. The team lead rotates this assignment to colleagues, which mimics an automated round-robin system. It's a little clunky, and I may try the solution Jenny implemented, but it's working OK for now.

    What other questions can I answer? Thanks for considering this, and for asking for additional details.

    Mark

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  • Kelli Swygert
    Ações de comentário Permalink

    I agree and have the same issue. Seems like even though we are all probably in different industries, we all of the same common issues with chat and staffing. It would be great if the round-robin without showing incoming to all agents could be achieved. Thanks for suggesting it Jenny!

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  • Mike Malmrose
    Ações de comentário Permalink

    James: From my side, we have commissioned sales reps that are our chat reps so the need stems more from distributing chats equally so it's not always the fastest rep that gets to the chat first that gets the sale. However, the customer experience is top priority and the faster they get taken care of the better so leaving it the way it is does drive that kind of behavior. We currently don't have anything in place of a round robin work around for now. 

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  • Jeremy Seow
    Ações de comentário Permalink

    Hey All,

    I'm one of the PMs for chat here at Zendesk :) The lively discussions here and on other similar threads have certainly not gone unnoticed, we will be tackling this feature in the near future. (That's all I'm allowed to say!)

    But don't let this stop the discussions, I'm certainly getting a lot of valuable information about the use cases of the feature from this thread.

    -Jeremy

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  • Kimberly
    Ações de comentário Permalink

    Would this be available in the paid plans only?

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  • Jeremy Seow
    Ações de comentário Permalink

    Hey Kimberly,

    The honest answer is - I really don't know yet. We need to scope out the feature a bit more to understand how our service would operate with and without it to be able to come to a conclusion on which plan has access to it.

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  • Camila Primasi
    Ações de comentário Permalink

    We have exactly the same problems here too, but with a high average response time. This feature will solve some issues here.

     

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  • Justin Hinton
    Ações de comentário Permalink

    Agreed. I would like to have some form of distribution, similar to how a ACD phone system works in a call center. Currently, I have to assign one person per day so I don't have agents confused over who is answering chats. 

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  • George
    Ações de comentário Permalink

    We would be highly supportive of this feature as well. We currently implement a round robin protocol with the phones so doing so in chat would keep this aspect of our support center equitable in distribution as well. Please implement!

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