Receiving and placing calls in Zendesk Talk Follow

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20 comments

  • Avatar
    PepijnGooiker

    Hi,

    Our agents are reporting that after they hang up a call, they don't automatically become available for new calls. Is there a way to not have to manually confirm you are available again after a call has ended? 

    This would improve our agents Voice efficiency dramatically as they won't be able to forget to re-enable availability. (Since most agents answer tickets in all channels they can keep themselves busy answering email/chat tickets but they should also be available by phone while they're on.) 

    If this is not yet possible, where can i post/join a feature request discussion?

    Thanks,

    Pepijn

  • Avatar
    Jessie Schutz

    Hi Pepijn!

    You have a couple of options here. If you don't want your agents to have any wrap-up time after a call is ended, you can disable agent wrap-up completely.

    Otherwise, you can configure the wrap-up time for each support number you use with Zendesk Voice, so your agents automatically become available for new calls after a set amount of time. You can find all the details on that here: Managing Voice Numbers.

  • Avatar
    PepijnGooiker

    Hi Jessie,

    Thanks for this! Found it! Would be nice if it was also possible to define a set wrap-up time in the settings. (Like 1, 2, 5 minutes).

    Thanks again!

  • Avatar
    Neil Weldon

    Hi Pepijn,

    That is the wrap up time limit which is available as a feature in Advanced Voice. 

     

     

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    Jacob Pruess

    (Advanced Voice) Is it possible to transfer a call to a group, instead of to an individual? I don't want agents to have to know which other agents in a target group are available.

    I think we might be able to achieve the functionality by having an agent call a phone number that rings back into Zendesk? But this feels awkward, slow to hit IVR again, and saw a hint in another thread that we'd then be using double minutes? 

    Thanks

  • Avatar
    Neil Weldon

    Hi Jacob, 

    Not currently possible to transfer to a group. However the good news is that this is being worked on right now and will be available in a number of weeks. You are right about the workarounds. You can transfer back out to another number which will come in a route to the group but it does have an associated charge in doing that

    Neil 

  • Avatar
    Ian Harris

    Neil,

    Just wanted to reply to lend my support to Jacob's question, I hope this feature is available soon!

    We have 2 distinctly different teams in our call center, handling completely different issues.  However, sometimes the caller presses the wrong menu button in IVR and needs to be transferred over to the other team.

    We have implemented the mentioned workaround by creating a user with the name of the group, and their direct line is set as the phone number for the group.

    The problem we have with this, besides the mentioned cost, is that this also opens a new ticket, rather than passing the ticket over to the new agent, like a person-to-person transfer does.

    When you roll out group transfers, will the same ticket pass to the new agent, like with a person-to-person transfer?

    Also, if you need beta testers, our organization would love to.

  • Avatar
    Neil Weldon

    Hi Ian, 

    Yes, the ticket will follow the customer meaning there will be just the one ticket after the call has been transferred to a group. 

    Once I have tied down if we plan to beta this prior to launching it I'll be reaching out. 

    Thanks

    Neil 

  • Avatar
    Johannes

    Hi Zendesk,

    For us the missing ability to configure "out of office" greetings for when we are not available is a show stopper to migrating to voice.

    There was discussion about this here and in other threads. The discussions date back to 2012... Is there any chance this is coming anytime soon?

    Your direct competitor is offering this.

    Johannes

  • Avatar
    James Sanford

    Hey Johannes!

    I'm not aware if Neil has anything in the works for this functionality, though I'm sure he's aware of the need for this!

    Something you can definitely do already is record an out of office greeting, and in the cases where you needed to use this, update your call routing and greeting played to this message.  Just make sure to change it back when you're back in the office. Our Managing greetings article should cover any questions you might have regarding this!

    Thanks,

    James

  • Avatar
    Yifan Zhao

    Hi Team,

    We are using the free trail version to explore the Talk features. We noticed that on the Talk console, it requires the agent to pick up the call in 30s, if not, the call is being routed to another available agent. If there is only 1 agent online, and he didn´t manage to pick up the call in 30s, and the customer will be sent directly to voice mail.

    Imagine we set the max queue size as 2 and max queue wait time is 10min.

    After the 1st call being sent to the voicemail, what happens to the 3rd, 4th 5th call?

    And if during business hour, no angent available, the call will be sent directly to voice mail? or what would happen?

     

    Thanks.

     

     

  • Avatar
    Homewetbar Davidb

    I do not see the transfer button on my screen. Do you have to activate that feature? 

  • Avatar
    Neil Weldon

    Hi Davidb, 

    Call transfer is only a feature of our Talk Advanced and Talk Basic plans.  I believe you are on one of our older plans that does not have this feature. 

    Thanks

    Neil 

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    Justin Smith

    Do incoming calls display the number's nickname? If you have multiple numbers, how do agents know which number a customer called?

  • Avatar
    Neil Weldon

    Hi Justin, 

    If you have a nickname configured for a number then that is what will be displayed in the call console to show which number the call has come in on. 

  • Avatar
    Andrew Boyd

    Hi, When I read the comments it reads like the call transfer to a group is an upcoming option , the instruction text reads like it has been delivered .

     Which is true? Or do you strip comments once the feature is enhanced?

     

    Supplementary question:

    When you transfer to a group , is it possible to warm transfer like transferring to an individual agent?

  • Avatar
    Neil Weldon

    Hi Andrew, 

    The Transfer to a group functionality has been delivered for some time now. 

    When you transfer to a group the call will go back onto the queue listening to the wait greeting (music) until it can be routed to an agent in the designated group. In this case it is not a warm transfer and the agent who has made the transfer is freed up. 

    Hope this helps

    Thanks

    Neil 

  • Avatar
    Erin Slovitt

    Hi, 

    It appears that it is not possible to warm transfer a call to another group. This is a problem as it forces the customer to re-explain the reason for the call. This is not a great customer experience. Is this feature available and I am just missing it? If not, is this in the works? 

  • Avatar
    Neil Weldon

    Hi Erin, 

    One of the challenges when transferring a call to another group is that there may not be any availability in that group for taking the call. This would mean we would leave the customer and the agent waiting for an available agent. 

    However, when the call is transferred to a group the ticket created when the call was initially answered is also transferred and popped for the agent that accepts the transferred call. If the initial agent captured the information in that ticket it is then available for second agent to be able to see, removing the need for re-explaining the reason for the call. 

    Best, 

    Neil 

  • Avatar
    Erin Slovitt

    Hi Neil, 

    Thanks for responding but I have some issues with the information provided. 

    Firstly, when transferring to a group, the Talk console indicates how many available agents there are in that group before the call is transferred. If no agents are available, Talk will not allow you to transfer the call to that group. Secondly, when an agent has the call transferred to them, there is not enough time for them to seamlessly read all of the information captured in the ticket (i.e. the issue may be too complex and require a verbal explanation).

    Why can't a warm transfer functionality be added to this feature? 

     

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