Allow visibility into the phone queue
Currently, when looking at the Talk dashboard, you can only see how many calls are in queue, the average wait time, and the longest wait time. This is a massive blindspot in a support organization, depending on how their support is structured.
I'd like the ability to see the details on every call in queue, as in how long each call is queued, and which department/group/queue each call is in.
Sometimes, an agent in our org will transfer a call to a certain department/group/queue, as we have many that are used, and we sometimes have no clue where that call wound up. If we could see that information, then we'd more easily be able to enable an agent to be able to pick that call up.
We've run into instances where we've had calls wait for over an hour, and even reaching out to Zendesk support via chat, they're unable to tell us exactly where that call is.
Thanks for your feedback. We recognise the need for more granular information on the calls in the queue. Over the next while you will see changes in the product as we iterate to a new approach for how we are routing the calls (and other work items) and making available the details you are looking for. We will be working with our colleagues in Explore on how these are visualised across all channels as part of the Realtime dashboards.
As a starting point we will be looking to create a ticket for each call as it comes in. These tickets will be available for you see in Views as well as being available for configured triggers you may setup. We'll allow these triggers to influence the routing of the calls - such as changing groups assignments and priority.
We do have some exciting features in progress in Engineering. Watch out for the Early access programs we'll be looking to open up during Q4.
I agree, this would be very useful. We had this in our old system and have grown very accustomed to it.
Following up on this. Agree with OP that the non-specificity of the Talk Dashboard makes a huge blindspot for this product.
Really look forward to newly improved functions for this tool from Zendesk team
Hello Neil Weldon. Do you possibly have an update on the timeline for these changes? We are to the point of looking for a new phone provider because of several problems with Talk, but this update you mention may fix many of the problems we have.
This is definitely a very important topic for any call center implementation with Zendesk Talk. I did hear already some complaints from our Team Leads of the call center that they do not have enough information about those calls that are staying in the queue (e.g. how long, in which queue / group they are waiting, etc.). I am not sure if Explore is the correct solution here and also if it makes sense to create tickets for every single incoming call (e.g. in our case, we do not want to have unnecessary tickets of calls that did not go through or dropped while in the queue or IVR). In addition, it could be great to have all this detailed information as part of the API.
Thanks and regards, Alfredo
Hi Shaun Murray,
The work for this is in progress and will become available as an early access in May. This is part of a larger initiatives around routing, reporting and agent presence, state, capacity and workloads. Today we have the Early access program for routing improvements for Support and Messaging. The voice channel with join them as soon as that work is complete. We are also about to launch an Early access program for Unified agent statuses - bringing in custom statuses and allowing an agent to control their state across all channels from the one place.
Thank you for the update Neil!
Following for new updates coming in May 2022, thanks Neil Weldon
May is just around the corner, hoping to hear news shortly - have a great weekend all and to you Neil Weldon
Hello! Would like to check if there is a feature for the end-user to identify their position in the talk queue.
For example, a feature allows users to know there are other 2 callers in the queue in front of them.
At the moment, there is only an internal feature for setting the maximum queue size and queue waiting time.
Neil Weldon - Hi there! Any update specifically on the ability of great visibility into the call queue?
Sorry for the delay in updating on this. We have made a decision that we will not be pushing this into EAP and but will be making it available as part of a broader GA in September alongside the new Omnichannel routing capabilities and the Unified Agent Status (custom statuses and allowing an agent to control their state across all channels from the one place.) All of these items are interconnected but rest assured we have already made great progress on this work.
what is the current status of this project, as we too would definitely need this function to better coordinate the management of agents and callers.
Thanks & br.
This was submitted at the end of last year. Is there an update on this basic phone feature of when it will be released?
I run a call center where hundreds of calls are coming in daily. The ability to see for which brand is a huge deal. Especially when troubleshooting. Today a call was stuck in the queue and not routing to anyone and I had no clue which brand this was for. This is not only an inconvenience to us but to our brands.
Brandy Valenzuela, This update was announced last week and is actually released now and has some amazing benefits. However, they did decide to implement some pretty serious compromises to use it (see my comment on this article).
Thanks for your question. Here's some additional info on how to see calls waiting in the queue. Also, thanks Shaun Murray for the information you provided.
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