Need to have visibility on who hung up first
AnsweredIn the event that a phone call ends prematurely, we need to know whether the customer hung up or disconnected themselves by accident, or if the agent hung up on them or disconnected themselves by accident. When an agent who is working the system continuously is claiming his callers hang up on him (as opposed to him actually taking the calls and addressing them), having that visibility would be helpful to track (metric).
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Official comment
Update May 24, 2023
Hello,
This improvement is not part of our 2023 roadmap.
Note: Depending on what you are trying to accomplish, for example, if you are trying to determine if the agent is handling the call in the quality you desire, we are rolling out post call transcriptions (w/ summarisation, caller sentiment and call disposition features) in 2023. With this, you can see how the agent is executing the call in question.
Thanks,
Sean--------
Update March 2023
Hello, thank you for the interest in this feature. At this time, this improvement is not slated to be prioritised until Q4 2023. We have a few large scale Talk features coming and it's important we are on schedule to deliver that for you. Thanks for your patience.
Sean
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Hello community,
Thanks for all the +1s. We are in the midst of developing some large scale features and as soon as those are out, we will turn our attention on these very important incremental updates. At this time, I am not able to provide a more specific timeline but we are actively evaluating all of your requests.
Thanks again for everyone's patience.
Thanks,
Sean -
Hi Benny,
Thanks for the feedback. We understand your frustration in not being able to know who hung up the call first.
We will add your request to our product backlog for future consideration.
One partial workaround may be to listen back to the call recordings to see if you can figure out who hung up the call.
Thanks,
Martin -
+1 on this feature request!
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+1 from me too!
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+1
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+1
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+1
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Badly need this feature, Zendesk!
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This is an essential feature for call centres. Unfortunately, Zendesk isn't the only CRM missing this. Gamma are still working on this feature.
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I agree this feature is needed, the interesting part is Support is able to see this information on their end it is just not accessible to users. It seems inefficient to have to submit a support ticket to find this information out for a specific call.
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Hi,
This is something we really need as well.
有任何更新吗the timeframe of the implementation of this functionality?
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+ 1
We have agents cheating the system like this.To have visibility of WHO has ended the call is vital for any call center. We need to have clear visibility whether call was ended by customer or something has happened on our side.
Imagine that we have 1k calls a day, we cannot physically listen to all call recordings to figure out if there is an issue and from what side it's coming.
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Any updates on when something like this may be available?
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+1
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+1
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+1
Hello team, any news on this feature? Thanks!
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HiSean Chuang, do we have an ETA as of yet? Thanks!
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+1
Pleasesign into leave a comment.
18 Comments