Can I choose which agents get a Zendesk Talk call? Can I route calls to all agents at once?
At this time Talk uses a round robin cycle for routing calls to agents, so there is no native way to route certain calls to a specific agent profile. Unlike in Chat and Support, skills-based routing is not currently available for Talk. It is also not possible to have Zendesk Talk offer the same call to all agents at one time. New calls will be routed first to the agent that has been available for the longest time, with the longest time elapsed since they last answered a call. If declined or missed it will then be offered to the agent who has been available for the next longest time since they last answered a call, and will continue like that until it has been answered or ended.
Depending on your plan type you may be able to leverage the potential the workarounds below:
With group routing you can specify that a call to a specific number is routed to a specific group of agents. Using this, you could have dedicated numbers for each group of customers, so that when they call their dedicated line their calls are only offered to their own customer support agents (who are in that group). You can read more about group routing here.
With IVR routing you can use the different options in your menu to route calls to specific agent groups. With this feature, you could utilise a type of skills-based routing, by adding agents to groups based on their areas of expertise and routing the calls to the correct expert group based on the customers key press. For example, if the customer presses 2 for Billing and Invoices, you can route that call to agent groups with the relevant knowledge. You can read more about IVR routing here.
It is possible to have single-agent groups for routing calls to, effectively allowing you to route calls to just one agent. You would also need to be aware that this could cause a poor experience for the customer, as, if that agent is not available, and no additional agent groups have been selected for routing, they will be directed to Voicemail or have their call ended after only a short wait time.