Zendesk Auto-Accept Functionality Explained
What is the auto-accept functionality in Zendesk?
The auto-accept functionality in Zendesk allows agents to automatically accept incoming live chat and messaging conversations without manually clicking the Accept button. This feature is designed to improve agent efficiency and reduce the first reply time (FRT) by automating the acceptance process.
By implementing auto-accept, Zendesk aims to ensure that available agent capacity is utilized effectively, leading to a higher acceptance rate of conversations. This feature is particularly beneficial for outsourced operations, where maximizing agent capacity is crucial. For more details, you can check theoriginal announcement.
More related questions
How does auto-accept improve agent efficiency in Zendesk?
Auto-accept improves agent efficiency by eliminating the need for agents to manually accept incoming live chat and messaging conversations. This automation reduces the first reply time (FRT), as waiting for agents to click accept accounts for 40%…
What should I consider before enabling auto-accept in Zendesk?
Before enabling auto-accept in Zendesk, there are a few important considerations to keep in mind. Firstly, auto-accept is available for all live chat and messaging customers using the Agent Workspace. However, it only supports the assigned mode of…
Can auto-accept be used with broadcast mode in Zendesk?
No, auto-accept cannot be used with broadcast mode in Zendesk. The auto-accept functionality is only supported within the assigned mode of routing. If you are currently using broadcast mode, you will need to switch to assigned mode to enable…
Is reassignment possible with Zendesk's auto-accept feature?
Currently, reassignment is not supported with Zendesk's auto-accept feature. This means that once a conversation is automatically accepted by an agent, it cannot be reassigned to another agent. Before enabling auto-accept, any existing reassignment…
How does auto-accept affect the acceptance rate in Zendesk?
Auto-accept is designed to achieve an almost 100% acceptance rate by automatically assigning conversations to agents with available capacity. However, it's important to note that the acceptance rate metric does not include auto-accepted…
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