Amy

We moved over from RingCentral back at the end of 2017 and since then our call pick up rates have been lower with Zendesk. Even with a fully stocked team, our highest % acceptance is 87%, which still isn't good enough.

I sound like a broken record notifying our small team that a call waiting to be picked up, we use Queuerious and we also now have Geckoboard dashboards showing our call/inbox stats but it's just simply the not ringing on all phones at once, is a major issue for us in terms of on-going improvement.

We NEED the option of simultaneous calling, I can't believe it's not already there. It seems like a no-brainer.

 

Any news on the review @Nicole?

We've recently moved over to Zendesk Talk and our acceptance rates have tanked as the team aren't always sat there with their headsets on to know when a call is coming through... big concern for us here.