Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise) Follow

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6 comments

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    Sam Trachtenberg

    Hello, just to be certain, is this option not available for Basic Talk?

    If it routes to a group, will the phone ring for every enabled, online agent in that group?

    Thanks!

    Sam

  • Avatar
    Craig Willis

    Hi Sam, 

    No, it will ring 1 agent at a time to the default group, and if nobody answers, or no agents in the default group are available, then it will start with agents in the other groups.

    Craig

  • Avatar
    Will Foley

    Can you route calls based on End User Tags? 

    Example. Client X is VIP, I want them to be Routed to my best agents. Is that possible?

  • Avatar
    Jake

    I have the same question as Will above, any answer?

  • Avatar
    Atul Verma

    Hello all,

    Please try the steps mentioned in this link:

    https://support.zendesk.com/hc/en-us/community/posts/115007702028-Call-Routing-Direct-Dial-an-Agent

    This might help.

     

    Thanks and Regards

    Atul Verma

  • Avatar
    Rich Carver

    Any chance of adding the "Group Routing" settings to the "Zendesk Talk Dashboard" page? It would be beneficial to make quick routing changes directly from the "Dashboard" page rather than drilling down so many layers within the "Admin" section. Thank you for the consideration.

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