Add simultaneous calling


3 Kommentare

  • Offizieller Kommentar
    Sean Chuang
    Zendesk Product Manager


    Thanks for your question. Broadcast mode is currently on the roadmap for 2024 development. 

    In the meantime, in 2023 we are working on queues with omnichannel routing that would enable calls to be routed to multiple groups in the event the primary group can't answer the call, decreasing the average wait time. That capability combined with the ability to set skills to answer a specific set of questions will further decrease average wait time. 



  • Mathias Lakshøj-Hansen

    Hi Sean,

    Thanks for the reply I will look forward to hearing about Broadcast mode.
    Also thanks for the suggestion, we uinfortunatly do not have enough agents to be able to do omnichannel.

  • Sean Chuang
    Zendesk Product Manager


    Hope you are well. We encourage you to consider moving to Omnichannel because routing improvements will continue to come via that feature. Lastly, to take advantage of Omnichannel routing, the number of agents is not a factor. See here for more info. 

    p.s., it's free.


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