Feature request: Zendesk Talk - set maximum queue wait time per number

4436545711386 

I looked up more information on overflow and it looks like your use case is supported. If you haven't already, take a look at this Managing call overflow article. That article may also be a better place to post your question since it's a little more on-topic that this article.

I hope that helps!

Hi 1263213532069 

Using schedules and voice-specific SLAs in the omnichannel queues is definitely in our roadmap. 

“Because Team 2 is our Enterprise team with greater knowledge and training, I want those customers to be offered a callback or voicemail faster than callers routed to Team 1.”

My follow-up question is: why would you like to offer the callback/voicemail options after the queue time has exceeded? The way Talk works today, all customers can dial 1 for voicemails and 2 for callbacks at any time while they wait in the queue. Wouldn't it be a worse experience to redirect vip customers to voicemail after a short(er) wait?

If you have two lines and completely separated groups of agents answering calls from each line, it seems to me that all you need is a rule like “if channel is Talk and ticket comment contains the text <line> then route ticket to group <group name>” and again for the second line. You can even set your Enterprise line as a “priority number” so all the calls to that number will automatically jump to the front of the queue (although, as you said there's no overlap of agents between lines, that wouldn't be particularly useful).

Hi 1900489642224 - I don't believe this satisfies 1265194314089 ‘s request or the original request, but I’ll let them chime in. I can  speak for my company and say that the existing Queue settings do not satisfy our use case.

Use case: each of my phones lines route to a different team that supports different user groups. There is no overlap between skill sets so I don't want agents on Team 1 to receive calls for Team 2. Because Team 2 is our Enterprise team with greater knowledge and training, I want those customers to be offered a callback or voicemail faster than callers routed to Team 1. Overflow is not an option. 

Until a feature is released that allows us to set a max hold time per line, this request would not be considered solved. Assuming queues is how Zendesk wanted to implement this, I'm imagining settings like the following:

Queue 1

Conditions:

• Ticket is created
• Channel is Talk
• Line is: (multi select field for available lines)
• Schedule is within X
• In-queue time is greater than or equal to X minutes

Action:

• Add/remove/set tags
• Group is X
• (one of the two following options):
  • Present callback option is true 
  • Route to voicemail

Hi 1265194314089 , 

Omnichannel queues, which were recently released, allow you to route calls to different queues based on multiple conditions, including the callers' phone numbers. We believe this can solve the originally posted problem. Could you explain why it would still be necessary to set different wait times per line when using omnichannel queues?

I see updates to this Feature Request that link to the general announcement of custom OmniChannel Routing Queues in two different comments from ZD but nowhere in that page does it mention “Talk”, “Complex Queues”, or “Advanced Queues”. 

Can someone link an article or provide some quick steps for setting up the "maximum queue wait time per number"  that this request is asking for?

Yes, Omnichannel Complex Queues has been announced on March, 11.

Hello 1263169258910

I only came across universal queue in Talk general settings, and havent seen omnichannel queues  in the accounts i'm managing; Is this feature live? 

Thank you,

rgds 

We would also benefit from this enhancement. It's quite baffling that it's not a feature already, as it creates a limit for sharing the zendesk instance across multiple teams. Universal max wait time is limiting us. Also related is the need to set overflow logic in a better fashion, as they are part of the same problem. We need more flexibility to set wait times and overflow thresholds

hey 1265167879690,

Couple of recommendations for you from my experience as a Zendesk Solutions Consultant:

1. I would encourage you to use the callback feature. As a customer, I'd much rather request a callback than waiting in a priority queue for 60+ minutes. or any queue for that matter. - 2 results of using the callback feature are: a) Customers are not waiting in a queue for 60+ mins. b) Agents aren't overwhelmed by large influxes of incoming calls and can work through a callback list more effectively than chasing their tail with never-ending incoming calls. 

2. You could use an IVR and in there.... anyone calling via a mobile phone can be sent a txt message with your HC URL where they can go and look for help on non-urgent issues... and then submit a ticket request from there instead of clogging up the phone lines with non-essential question. This can help you reduce the amount of calls that come in with silly questions etc.

I've seen both of the above points work well with the situations you mention.  

Hope this helps. :)