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

Leah

Are there any updates on this? 

Please! We neeeeeeed this. :(

Can you imagine calling somewhere with an urgent issue (we're healthcare, so every caller could have an issue impacting patient care) to find out you spent a good portion of your wait time ringing an agent who isn't even at work?

Relying on Agents to sign themselves off is sure to be a problem at some point but completely avoidable via automation. Managing agents on something like this is also a lot of work for Admins whose time is likely better spent aiding Agents or customers in other ways.

I personally see this feature in these types of formats, with the bold ones being most important:

• auto-sign off after ____ minutes of Zendesk Support inactivity -AND-
• auto-sign off after ____ missed call(s) -AND-
• prompt before closing tab that says "Change status to 'Offline'?" (similar to Zendesk Support if attempting to close a tab before you have saved progress on a ticket) -OR-
• At minimum, (for Admins) Apply 'Offline' status to agents in bulk

We're also running into this and it's throwing off our metrics on Explore. If a similar feature is already implemented in Chat (agent is set to away after x consecutive missed chats) why can't the same be done for Talk 

Hi, great this is now in the roadmap as we get a lot of complaints about this, do you know when it will be deployed?

Currently, only Admin can override Talk status if somebody goes offline.

Good to hear this will be implemented finally.

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. 

+1

Hi there,

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

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.