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Feature Request: Agent Inactive time resetting

已回答


已于 2024年5月30日 发布

My team started using Omnichannel routing with agent workspace and discovered that the inactive time of an agent is now reset even if they miss or decline a call and even if the call is abandoned while ringing at the agent.

After talking to support they informed me this is by design with Omnichannel routing. I believe this design can lead to issues with uneven call routing. 

Say an agent had the call abandoned at them, which now resets their inactive time. Now the following calls that come in will go to other agents first. Leading to those other agents doing 2 calls before this agent did any.
Say they get unlucky and the next call that came to this agent also got abandoned while ringing at them. This would now lead to all other agents doing 3 calls before this agent did any.

It seems like a design flaw in the system with potential for causing uneven call routing to teams. I think it would be beneficial to have an option where an agent's inactive time only resets if they actually serve an inbound or outbound call. Same as when Omnichannel routing is not used. 


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Shawna James

Community Product Feedback Specialist

Hey Michael,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Martin Holmes

Zendesk Product Manager

Hi, 

Thank you for the feedback. We have no immediate plans to change the existing omnichannel routing behaviour, however, we will add this feature request to our backlog for future consideration. 

Martin 

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