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

Hi there,

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

+1

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. 

Good to hear this will be implemented finally.

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.

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 

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

@Leah

Are there any updates on this? 

@Volkan Akdugan that is fantastic! what is the ETA for this rollout? =)

i am very excited for this change!

@Volkan Akdugan When can we expect this delivery?

Hi there, 

Any update on this feature? Something like this so if agents close their laptops or miss x number of calls in a row they are automatically made 'offline' is so important. 

Has there been any progress made on implementing this feature?

Hello everyone, here's a quick update.

We are planing to deliver this feature as part of our Unified Agent Statuses launch within the next 9 months. So, any account that will opt-in to the new unified agent statuses will also get this capability in Agent Workspace. If you have any further questions, please let me know.

Thanks,
Volkan

@volkan11

"any account that will opt-in to the new unified agent statuses will also get this capability in Agent Workspace"

When you say that when you opt-in to unified Agent status, you will also get this capability in Agent workspace, does that mean that this is applied to all Support instances and not just where Agent Workspace is enabled?

Hi @sydney12,

To clarify, Unified Agent Status will only be available to Agent Workspace customers.

Hello,

When will we see this development in Zendesk? I´ve read that it was going to be implemented but as far as I´ve seen, it´s not yet.

Thanks in advance,

Belén

Hi,

I just wanted to provide a few quick updates. Agent Idle Timeout feature is currently being developed and is planned to be launched in Q1 2023. The capability will be delivered as part of Omnichannel Routing, so it will be available to all accounts that have Omnichannel Routing enabled. Please let me know if you have any further questions.

Thanks,
Volkan

Hello dear Zendesk devs, 

Any update you can provide us?