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



  • Avatar
    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?


  • Avatar

    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.


  • Avatar
    Patrick Harland-Lee

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

  • Avatar
    Nicole - Community Manager

    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. 

  • Avatar
    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. 

Please sign in to leave a comment.

Powered by Zendesk