How to determine a Talk agent's round robin position

4 Comentários

  • Ben Van Iten
    Zendesk Community Team

    Hi Shawn Dismuke,

    This explains the order in which calls are routed to agents: https://support.zendesk.com/hc/en-us/articles/229415607-How-are-calls-routed-to-my-agents-in-Zendesk-Talk-

    I only send that along because you mentioned round robin queue. Are you referring to an app that changes routing?

    If you wouldn't mind explaining the use case on your end in detail I can try to find any and all solutions/workarounds. For instance, are you just trying to determine who the next agent to get a call will be?

    Thanks!

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  • Shawn Dismuke

    Hi Ben.  I understand the concept behind the routing process as you linked to.  What I'm looking for, is a way to with just a glance, determine who is the agent currently due to receive the next call.  I was hoping I could find something in the API but haven't been able to do so yet.  Preferably, I'd like to see the ordinal status of all the agents.  e.g. agent X is in position 1 due to receive the next call, agent Y is in position 2, etc.  Obviously the ordering would update as agents take calls, place calls, go unavailable, etc.  If a direct ordinal is not available, then a length of time would work as well.  e.g. Agent with the longest "available" time would be the agent that takes the next call.

    Edit:

    And just to be clear, I'm only referring to agents within a singular routing group.  I'm not trying to determine positioning across groups.  I understand that would be a much more difficult prospect.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Shawn,

    Thanks for expanding on that. Unfortunately there is not a way to get that information at the moment. Even the stats API is limited in the sense that you can see the available time for a time period, but not how long they have been available at the moment. Things get further complicated by agents coming online that were last online a day earlier.

    I would encourage you to post in our feedback section for Talk: https://support.zendesk.com/hc/en-us/community/topics/360000029887-Feedback-on-Talk

    That section is more closely watched by those on the product side than this one, for instance. Just the same I'll be glad to flag this as product feedback myself so this exchange is reviewed as well. If you have time I recommend posting there though, as it gives other users a chance to upvote your request.

    Please let me know if we can help further.

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  • Shawn Dismuke

    Thank you Ben.  I have posted in the Talk Feedback section.

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