How are calls routed to my agents in Zendesk Talk?

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21 Comments

  • Computer Overhauls
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    Is there any way to have the calls served round robin until the defined max hold time is reached?   I want the call to bounce through each available agent even if they decline or are unable to answer it until the max hold time I've set of 10 minutes is reached.  We have a small retail store and often the phone reps may be dealing it an in-store customer for a few minutes; after which they are available to take incoming calls that are 'in the queue'  Having all the calls go immediately to voicemail if they agents are unable to answer it on the first attempt makes the entire system unusable.  We'd probably miss 80% of our calls that could have otherwise been answered after a few minutes of round robin.

    Is there a solution?

    Thanks

    7
  • Jonny
    Comment actions Permalink

    Happy Friday!

    I'd like to apologize for the inconvenience, as this isn't possible with the current round robin functionality in place. The maximum queue wait time will only come into play if for example, you have three agents online but one of them is in "wrap up mode" (status the agent is on after a call). If the call routes to one agent, then the other with no response - the customer will be kept in the queue for ten minutes because the agent in "wrap up mode" has the potential of becoming available to take their call. 

     

    I completely understand the need for something of this nature and appreciate you for bringing this to our attention. Since this isn't something we currently support, I would kindly encourage you to post your use case in our product feedback forums.


     

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  • Patrick Harland-Lee
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    Hi there, is there any future possibility of modifying the 30-second timeout before Talk starts ringing the next agent?

    5
  • Nicole - Community Manager
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    Hi Patrick - 

    I was going to direct you to the Product Feedback topic, where the PMs hang out and sometimes respond to requests like yours, but I see you already posted over there. I've reached out to the product team to see if we can get an update on that for you. 

    1
  • Ryan Gott
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    It would also be helpful if there was a status that agents could use to receive call transfers without being subject to inbound calls. With only online and offline settings our agents aren't able to be available for transfer without also having calls routed to them, this makes it difficult for agents to be available for clients if there are calls in queue. 

    2
  • Neo Rahman
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    Hi, it appears in my team the call routing is not working the way it's expected to then. I have noticed agents sitting there as available, one agent has just gotten off a call and almost immediately gets offered the next call in the queue instead of any of the other agents who've been waiting for longer periods as available in the queue. Is this something that can be looked into at your end or is this something might potentially be a setting we need to do try and fix at our end? Please advise.

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  • Jon Daniels
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    Hey Neo!

    I've created a ticket with our team to help you investigate this, we'll troubleshoot further there!


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  • George Birdas
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    Hi Kate, 

    You mentioned that the agent that has been available the longest, without taking a call and is currently online, will be offered the next call that comes in. I would like help with how to determine which agent is available the longest and is offered a call that they are not accepting. 

    This will help me manage a a behavior issue. 

    Thank you

     George

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  • Greg
    Comment actions Permalink

    Hi George!

    If you are on Talk Team, Professional, or Enterprise, you can utilize the agent activity portion of the Talk dashboard to see this information. If you're looking for this in more of a retrospective, historical standpoint, you can use the pre-built Insights dashboard to see how many calls were missed/declined by your agents. That will probably give you the most insight as to whether or not there are specific agents that tend to avoid calls more than one another.

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  • Paul Stolz
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    As Patrick asked above, is there any future possibility of modifying the 30-second timeout before Talk starts ringing the next agent?

    4
  • Zeni Bandy
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    Is there a way to assign calls coming into a specific person first, despite time since the last call? 

    1
  • Chris Tout
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    Any news on this Nicole?

    0
  • Brett - Community Manager
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    Hi Chris,

    I see you cross-posted your question in the following feedback post: Reducing the time delay between decline/unanswered call and next available agent.

    I've passed your question to the appropriate team and if they have any additional information to provide they will follow up.

    Thanks!

    0
  • help desk
    Comment actions Permalink

    Any news on a supported workaround? The lack of 'huntgroups' within Talk is keeping us from porting to Zendesk fully as our scenario does not justify the cost of additional agents. We've found some work arounds but this last hurdle of a hard 30 second round-robin to available agents, that ignores the 'Call Offering Time" as well as the general Max Queue Time settings is a killer. Either this round robin needs to be editable or it needs to mirror the number "Call Offering Time", that way agents can ignore if available but unable to accept the call at their discretion and be available for the next.

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  • Brett - Community Manager
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    Hi Help Desk,

    I did some digging on my end and was not able to find an alternative solution that would address this issue. I'll pass this feedback along to our Talk Product team so they're aware users are still interested in this functionality.

    Appreciate you bringing this to our attention!

    0
  • Dragan Dordevic
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    Hi,

    Thanks for clarifying how calls are routed to Agents, this is very helpful.

    I have a question from the opposite side - I am not sure how calls are treated in terms of priorities. Is the call with the longest waiting time going to be routed at the first available agent before any other calls?

    And how is the waiting time affected if an agent declines the call? For example - if someone has been waiting for 5mins, and then an agent declines the call and sends it back to queue, will it be placed somewhere in the queue based on those 5mins waiting time, or the waiting time will be reset?

    Thanks!

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  • Brett - Community Manager
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    Hey Dragan,

    The caller that has been waiting the longest will be sent to the first available agent. Wait time does not reset unless the caller hangs up. If the agent declines the call after 5 min then the caller would be routed to the next available agent immediately.

    Hope this clears up any confusion :) 

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  • Dragan Dordevic
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    Hi Brett,

    This helps a lot, thanks!

    0
  • Brett - Community Manager
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    No problem at all Dragan :)

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  • Tracy Scobba
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    We are transitioning from inContact to Zendesk Talk ... yay! One thing we'd like to be able to do is set priority for individual agents. For example, Chris and Jon are in the same group, but if Chris is available, I want calls to go to him first and only to Jon if Chris is unavailable. Is there any way to do this in Zendesk?

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Tracy -

    Apologies for the delayed response; it took me a few days to track down an answer for you. Here's what i heard back from our Customer Advocate team:

    There's not a way to do this exactly the way that InContact would. The best way to execute a similar function would be to use the group overflow function, which is only available on group routing (and not IVR routing) at this time.

    What this would look like is that a customer would call the support phone number, and the call would go to your tier 1 group. Then, if tier 1 is all busy, it would overflow to tier 2. But as you can see, this would be done in a group level as opposed to the individual agent skill levels that InContact uses.

    If you have an IVR, then the IVR trees would go to another Talk number and the execute on the group routing, which means that an additional usage cost would be incurred.

    Let us know if you have any additional questions - hope that helps!

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