How are calls routed to my agents in Zendesk Talk?

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30 Comments

  • Computer Overhauls

    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

    10
  • Patrick Harland-Lee

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

    7
  • Paul Stolz

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

    6
  • Neo Rahman

    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.

    3
  • Ryan Gott

    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
  • Zeni Bandy

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

    1
  • Stefan Saeys

    We would need to modify the 30-second timeout before Talk starts ringing the next agent.

    The current response time is too high for the caller in case an agent is occupied with something else.
    Maybe in a perfect world this doesn't make sense, but in the real world of customer support it does.

     

    Please lower the limit or make it changeable.

    1
  • Nicole S.
    Zendesk Community Team

    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
  • Brett Bowser
    Zendesk Community Team

    Hey Jamie,

    This isn't available using skills-based routing at this time although I think this is an excellent idea! I'll be sure to pass this feedback along to the appropriate team so they're aware.

    Cheers!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Gabby,

    It sounds like you need to set up Group Routing in your account so these calls get directed to the US group before the Philippines.

    When enabling multiple groups for a Talk number, you'll have the option to set a default group, which in this case would be the US team.

    Let me know if the above doesn't make sense.

    Cheers!

    0
  • Brett Bowser
    Zendesk Community Team

    No problem at all Dragan :)

    0
  • Tracy Scobba

    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?

    0
  • Tracy Scobba

    Thanks for the tip, Nicole. That would be a neat workaround. I'm still hoping it's something that gets added to Talk :)

    0
  • Brett Bowser
    Zendesk Community Team

    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
  • Nicole S.
    Zendesk Community Team

    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!

    0
  • Jonny

    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.


     

    0
  • help desk

    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.

    0
  • Jon Daniels
    Zendesk Customer Advocate

    Hey Neo!

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


    0
  • Gabby Castro

    Is there a way to have calls routed to a specific team first and then if they don't answer, then transfer the calls to my overseas team?

    I have 2 teams, one in the US and then another in the Philippines. Because of the language barrier, we would prefer to have the calls first come into my US team, and if they are unable to answer then route it to our Philippines team. 

    0
  • Brett Bowser
    Zendesk Community Team

    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 :) 

    0
  • Elissa
    Zendesk Community Team

    Hi Stephenie B,

     

    Great question! If the agent is set to Away, that counts as an available status. If a call comes in while an agent is Away, the call will be filtered to the queue and wait for an agent until the max wait time is reached. 

    You can learn more about the different talk statuses and how they work in this article: Setting your Talk agent state which explains "In a scenario where all agents are in the Away state, incoming calls will continue to be queued. The values you’ve set for maximum queue size and maximum queue wait time behaviour will be in effect."

     

    I hope that helps!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Stefan,

    Regarding your product change request, I would recommend posting your ask in our Product Feedback forum so our devs can consider your request for future updates. I've gone ahead a linked our Talk Feedback forums below for your convenience. 

    Talk Product Feedback

    Best Regards. 

    0
  • Stephenie B

    What happens with a call if agents are online but set to Away. Does the system see these agents as being online and continue searching until the max wait time is reached, or does it treat this as no available agents and immediately route to voicemail? 

    0
  • Jamie Noell

    Does call routing work with skills-based routing (SBR) yet?  As an example, if you have English speakers and French speakers, I know we can use the IVR selections to route to specific groups of agents with the respective language skills.  Could SBR be used instead?

    0
  • Dragan Dordevic

    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!

    0
  • Greg - Community Manager
    Zendesk Developer Support

    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.

    0
  • George Birdas

    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

    0
  • Chris Tout

    Any news on this Nicole?

    0
  • Dragan Dordevic

    Hi Brett,

    This helps a lot, thanks!

    0
  • Brett Bowser
    Zendesk Community Team

    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

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