Routing Talk calls to all or specific agents Follow

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7 comments

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    Matt Zaglin (Edited )

    Hello - Is 'simultaneous' call routing still a planned feature?  I operate a small desk (4 people), and round-robin impairs our ability to help our staff efficiently.

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    Nico Secunda

    Agreed, simultaneous call routing is something required for small teams.

    For example, we have one primary support agent, who answers the majority of calls with 2-3 other team members who are able to answer a call if the primary agent is on a call or working on something else when the call is received. And a manager is able to get a call if nobody else is available.

    With only the round robin implementation, the Manager becomes the first agent in the call routing, since they would answer the least amount of calls, then the next tier, and finally it rings the primary support agent, who has been "available" the least amount of time because it is their job to answer the majority of calls. By this time the caller has been on hold for far too long. You can see how the round robin option causes major problems for small teams where there is a primary person to answers calls, with other team members also available to do so, but who should not be the first option for calls to be routed to.

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    Chris Duncan

    The ability to ring all active agents is critical, why has this not been implemented yet?  We will have to change voice providers soon if this isn't released as it is causing problems.

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    Nicole Relyea

    Hey all - thanks for your suggestions! 

    There's a thread about call routing currently happening over in our Product Feedback forum. I encourage you to add your detailed use case to this thread so the Product Managers can better understand your needs. 

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    Chris Ryan

    We very much are having the same issue as Matt and we really do hope more customizations of call routing will be considered in future patches.  

     

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    Nicole Relyea

    Thanks for the feedback, Chris. I suggest sharing it in the thread about call routing in the Product Feedback forum, so that it gets back to the Product Managers. 

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    rheintze

    We would like the ability to choose 'simultaneous' call routing as well. We need all agents to see a call when it comes in. We find the round robin routing can take too much time and the call ends up going to voicemail.

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