Agent Workspace: Notification when chat is transferred to agent
CompletedZendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).
Agents need to "accept" the chat and be notified with a sound a new chat has been assigned.
This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time.
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Official comment
Hey folks!
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!
The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.
The link to register can be foundhere, we’d love to see you all there.
Cheers,
Amisha Sharma
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Thanks for bringing this to our notice. We have taken the feedback and will work on enabling sound for a transferred conversation in the coming future.
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+1 to this.
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+1 to this. The accept button is really important. Although before agents transfer the chat to another agent they can see the status of others, some of them still transfer the chat to invisible agents which will cause a problem here. If invisible agents can have a choice to click the "accept" button, that will be better.
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Any updates to this? Sound notifications aren't working at all regardless of transfer, accepting new chats, or servicing ongoing chats.
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+1, very annoying
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It is important that agents are presented an audible notification to alert them to incoming transferred chats to give our customers the best possible support experience. Please move this up the roadmap as a priority item.
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@..., do you have any idea on a timeline for implementation?
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Because we work multiple chats and/or have multiple tasks going on at any one time, we need to know if a chat has been assigned to us from another agent so we can get to that incoming chatter as soon as possible. Otherwise, without that alert and if the agent did not notify us that they assigned a chat to us, that person might go unserved for a longer period of time than would be ideal. It is not the best experience for the customer waiting for help.
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The sound notification and accept button are important to ensure we don't miss the transferred chat. Right now without the sound or accept, it's easy to miss when a chat is transferred which is horrible customer service. We also need visibility of the customers in queue with the ability to grab a chat when we have a returned customer. We lose chats often so we need to be able to grab them from the queue so they don't have to wait to be served.
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Ideally the chat would not drop until the customer has purposefully closed the chat, however, people frequently unintentionally leave chat. They are frustrated that the chat has closed when they return. These individuals are added to the queue instead of receiving immediate continuation of service. This is frustrating for the customers as well as more difficult for us. If there was a way to press a button to continue with the chatter, or (less ideally) to see the chatter in queue and take the chat, that would be best to offer more seamless service to the customers.
As it is now, the customer returns to the queue, another agent might be assigned to that customer, the CS agent needs to check to see who the customer had been previously chatting with, send that agent a notification and wait for a response so they can assign the chat to that agent, since there is no sound or notification through the system that the customer had returned. Additionally, when people return they often return with a visitor number rather than email address and name, which makes it more difficult to find the agent with whom they had been chatting.
This whole issue cause longer wait time, less continuity of service, frustration on behalf of the customers that they are disconnected, have to wait, then be transferred and wait again.
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Thanks for the feedback everyone!
We haven't forgotten about this and this is still on our radar. We should have an update for you in the coming quarters.
Regards
Ayush -
Please provide more of an update than "on our radar." This is a very important feature that is missing and therefore causing extra work for our agents and often results in customers that have to unnecessarily experience extended wait times. Are you planning to make this update within the next quarters? Thank you!
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+1 please do it asap. Indeed critical for the business.
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难过的时候,这是一个如此重要的需要和sta去了le since Jan.... We have spend a lot of time/money on usability testing that found this as critical. I wonder how ZD is performing usability testing... How did they miss this? May be the usual situation where they acquired another product/service. Tried to incorporate it and created a mess of it. Chat triggers are limited in messaging vs. old chat web widget. Chat triggers are misaligned with support triggers. Some very key features simply are missing from messaging. queue times and position displayed to users to set expectations, etc... Yeah, there is solutions to this as you can see in their own use of messaging. Their response to that is "get a developer and use sunshine". Great, spend more time and money on things they should have user tested and built in, in the first place... arghhh, Sorry for the vent.
@Ayush UpadhyayPlease help....
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Do you have a date for this update please?
Thank you,
Best regards,
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Any timeline on this please?
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Please provide us with an update on when this feature will become available. Our agents need the audible/visual cue that a chat has been transferred to the groups. They should not have to keep checking their groups' views in order to determine that a live chat customer is waiting on them.
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We have many groups/departments in our org. I think the new EAP for "configuring agent status" with the "Omni-channel routing" can help with this. Say a new chat comes in or if a chat is transferred to a group/dept and/or there is no agent online for that group/dept. We can have a trigger that sends an email to that group letting them know there is a new chat. Then a second trigger that 5 minutes after that, checks to see if an agent has grabbed it. If, no agent has grabbed it, re-assign that chat to another group that helps as a receptionist/queue monitor.
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Checking in to see if there is an update on resolving this issue. As with many others, our team has multiple tabs open and are not actively monitoring the Zendesk messaging page. We rely on audio notifications to alert us and it is very frustrating that it is not enabled for a transferred chat. It bodes poorly on us when a chat goes unanswered. Please update with a resolution time.
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Echoing what Reshma just posted - please give us a real update as to when this will be resolved. At the beginning of the year our team was told it would be included in year end updates but since then we have heard nothing. Where on your roadmap is this fix/update?
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Reading through the comments, I don't see any future roadmap or action for this. Can we get an update maybe on a Quarter that this may be released for EAP or released in general?
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Hi everyone,
Wanted to drop an update on this post. Omnichannel Routing supports notifications when a messaging conversation is transferred to another group, and the agents are online.This articleprovides more information about Omnichannel Routing.
- Prakruti
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Prakruti HindiaLooking at the article you shared. I do not see that agents are notified the same way as a new chat for a group. We need agents to get the same audible & visual notifications for when a chat is transferred to their group as when a new chat comes in. Can you confirm this? Just to be clear, we need this for messaging.
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Soooo any updates?
We have recently moved over to AWS and use Chat. The team are struggling with not receiving an audible chat notification. I could not find this as a limitation in this article -https://support.亚博zendesk.com/hc/en-us/articles/4408821805338-Limitations-in-the-Zendesk-Agent-Workspace#topic_f2b_hgp_wnb, unless I missed it as there are a lot of limitations. -
Hope亚博can implement this the soonest time possible.
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HiPrakruti Hindia- appreciate you sending the omnichannel routing for messaging but apparently not all customers are on messaging nor want it.
How about those who opt in for Live Chat? Can we also have this transfer notification specially we are using live chat with live customers hence really helpful feature if we have this. -
+ 1是什么更新on this?
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