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Agent Availability in Zendesk Apps Framework for Talk Partner Edition integrations

  • March 9, 2023
  • 1 reply
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Martijn12

The new Agent Availability API's open new opportunities to bring third-party telephony solutions closer to Zendesk and have Talk Partner Edition (TPE) integration with Zendesk Apps have a more native connection. We have found two important topics so far:

  1. Availability of Talk channel in Omnichannel Routing – Currently, the Talk channel only appears when Talk has been activated on the instance. It would be ideal if the TPE App could activate this channel as well, so status and/or capacity rules could be considered by the TPE solution. The API is also not returning a Talk Availability value when Talk is disabled, even when a TPE App is installed.

  2. Zendesk Apps Framework Events – Many events that occur behind the Agent Availability API's have a direct relationship with WFM and TPE solutions. It would be very beneficial for Apps if events can be received such as Agent Status changes and newly assigned work items for the specific agent. This will reduce the need for continuous polling of the API's.

 

    1 reply

    Volkan
    • Volkan
    • March 17, 2023

    Hi Martin,

    Thank you for taking the time to provide us with your feedback. We appreciate your insights and suggestions.

    With regards to your first point about Talk channel availability in Omnichannel Routing, we understand the importance of having a better connection with Talk Partner Edition (TPE). We are currently evaluating our long-term strategy for Talk Partners, and our approach to OCR integration with TPE will be a part of it. However, regardless of the approach chosen, this will be a long-term plan with no time commitment at this stage.

    In regards to your second point, we understand that many customers, including yourself, are interested in receiving agent status changes and newly assigned work items through events. The good news is that this is the next step in our roadmap, and we plan to work on publishing agent availability events through Webhooks in H2 2023. Please stay tuned for the developments on this front!

    Once again, thank you for your valuable feedback. Please do not hesitate to reach out if you have any further questions or suggestions.

    Best regards,
    Volkan

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