Rohan Gupta

1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

Hi Amie Brennan, Thanks for the comment! The functionality is only available for omnichannel routing. Many benefits of tagging an IVR keypress can be achieved in the omnichannel world with the comb...

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• Rohan Gupta
• Erstellt 30. November 2023 13:54
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

Hi Shaun Murray, Thanks! This is just one more reason I wish Omnichannel routed calls to agents who aren't actively making changes in Zendesk so we could actually use it... Are you referring to t...

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• Rohan Gupta
• Erstellt 30. November 2023 13:06
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

Hi Tobias Hermanns and Shaun Murray, Thanks for engaging on the thread and the comments. I will try to resolve them one by one in the next comments. Hi Tobias Hermanns, Can you share a use-case ex...

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• Rohan Gupta
• Bearbeitet 30. November 2023 13:27
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1. Community
2. Feedback - Voice (Talk)
3. Coming soon: IVR Keypress tagging with Omnichannel Routing

Hi Leon Green, We are working towards delivering the functionality this year. Thanks Rohan

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• Rohan Gupta
• Erstellt 21. September 2023 15:31
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1. Objects and rules
2. ...
3. Routing
4. About using skills to route tickets

Hi Chad, We have indeed improved this functionality with Omnichannel routing. In the case mentioned - rather than the call going to voicemail after trying all the available agents, it will keep on ...

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• Rohan Gupta
• Bearbeitet 4. August 2023 12:41
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. How to can I identify from what IVR route a Talk call originates?

Hi Rina, Thanks for the feedback! We are thinking in the same direction for improvement of the IVR experience.  We are soon (planned for this year) adding a capability to tag IVR keypresses with co...

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• Rohan Gupta
• Erstellt 3. August 2023 12:27
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Agent Auto Log-Off

Hi Rina, Sydney, Thanks for the follow-up on this thread and keeping us honest.  Unfortunately, I don't have a new update on this. I will sure keep in mind to update this thread when the limitation...

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• Rohan Gupta
• Bearbeitet 25. Juli 2023 12:18
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1. Community
2. Feedback - Voice (Talk)
3. Ability to see option pressed on an IVR

Hi Danny, Thanks for reaching out! We are thinking in the same direction and at the moment scoping the experience to provide tags with IVR keypresses. We will update soon about the details of the r...

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• Rohan Gupta
• Erstellt 10. Juli 2023 13:19
• 1 Stimme

1. Objects and rules
2. ...
3. Workflow best practices and recipes
4. Workflow: Using omnichannel routing to manage calls

Hi Ally Elliott, You can add tags based on the phone number the call is received on. Call routing behavior can also be influenced on phone number basis. A trigger condition can be set to run on com...

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• Rohan Gupta
• Bearbeitet 18. April 2023 14:54
• 0 Stimmen