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Zendesk EAP - Auto Accept for Chat & Messaging on Agent Workspace
We are happy to announce early access program for Auto Accept capability, with this functionality chat and messaging conversation will be automatically accepted by the agents and removes the need for manually clicking the accept button.
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What's this all about?
Auto Accept functionality automates the accept button click behaviour for the agents, there by reducing an additional step before an agent can address the query of an end user. Auto-accept will be rolled out for both chat and messaging customers on Agent workspace. 
With auto accept rollout we expect following impact 
  1. Agents no longer need to context switch to answer an incoming chat or messaging conversation. Thus it reduces time take by agents to click on the accept that button (Agent Reaction Time). 
  2. Once conversation is auto accepted we also load the ticket in the background and thus reduces the time agents spends on waiting for ticket to load ( Ticket Load time) 
  3. We expect agent reaction time and ticket load time will reduce FRT ( First reply time) numbers for the customers. 
  4. With Auto accept, agents capacity utilisation will always be at maximum given system will now allocate conversation rather than agents picking up.  
Need more detail on how it works?
As part of the EAP Admins can share the list of agents and sub-domain that they intend to enable the experience for. As part of EAP once we enable the changes system will start accepting the conversation on agent's behalf.
For the first iteration we're controlling the experience but in next subsequent releases customers will be able to enable and disable the capability on their own.   
Is this available to everyone?
Auto accept capability is available for chat and messaging customers on AW. Details are as follows 
  1. Customer must be on Agent workspace using either chat or messaging product. 
  2. Auto Accept will only work for chat and messaging customers on assigned mode of routing. 
  3. Auto-Accept will be supported for messaging customers on Omnichannel routing.
  4. Admins can decide to roll out the capability at an agent level during the EAP.  
This being an Early Access Program, are there limitations with the product?
Key limitations on the product
  • Customers will have to disable Broadcast mode of routing and enable assigned mode to use auto accept. 
  • We are not supporting re assignment capability under Auto accept.  
  • Admins will not have a self serve way of enabling and disabling the experience Zendesk team will help coordinate the enable/disable part. We'll rollout setting in future releases planned for the month of September.  
What is expected of me?

There are a few things we ask:
1. Provide feedback on the feature, ease of use, and documentation.
2. Report any bugs.
3. Be open to working very closely with us, initially and ongoing through this stage, we would prefer to see screen recordings of agents using auto accept capability or do a live shadowing sessions. 
4. Willingness to get it wrong, in order to make it better.
Ready to take part?
All you have to do is fill in some information and you're ready to go!
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