How are calls routed to my agents in Zendesk Talk? Follow


What is the default routeing when calls come into my Zendesk Talk account?


The agent that has been the longest without taking a call, and currently online and available will be offered the next call. This is the case for all routing options (including IVR). This can be further segmented by routing incoming calls to groups of agents (Basic and Advanced Talk only) as well as routing incoming calls with IVR (Talk Advanced with Team, Professional or Enterprise only)

The wait time before a call is routed from one agent to the next is 30 seconds.

If an agent misses or declines a call, they will not be re-served the call. If all available agents miss or decline a call, it will route to your voicemail. 

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