Zendesk Classic Chat to Zendesk Messaging | Train your agents to utilize unified agent status

Описание: In this series, we go over a few details about the transition from Zendesk Classic Chat to Zendesk Messaging, as well as 11 tips on how to make it better and smoother.

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Last 6 tips for a good transition to Zendesk messaging feature from Zendesk classic chat (Zopim):
6. Use omnichannel routing to offer your tickets to agents in a
Round Robin algorithm
7. Train your agents to utilize unified agent status and monitor
them using Explore live dashboard
8. Sign up for agent activity historical data EAP to get early access
to detailed agent statuses and activity from the past 30 days
9. Manage inactive conversations load by enabling messaging
activity routing
10. Train your agents to utilize ticket statuses to handle inactive
messages or create a SunCo integration to automate the
process.
11. Configure CSAT for all messaging channels.

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These will help you get better at Zendesk and:
• Make sure you get the most out of Zendesk
• Save time
• Save money
• Look at the right tickets
• Have a productive team

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