Question
Can I choose which agents get a Zendesk Talk call?
Answer
Talk uses a round-robin cycle for routing calls to agents, so there is no native way to route certain calls to a specific agent profile. Unlike in Chat and Support, skills-based routing is not available for Talk.
It is also not possible to have Talk offer the same call to all agents at one time. New calls are routed first to the agent that is available for the longest time, with the longest time elapsed since they last answered a call. If declined or missed, the call is then offered to the agent who is available for the next longest time since they last answered a call, and will continue like that until the call has been answered or ended.
Depending on your plan type, you may be able to leverage the potential workarounds below.
Group Routing
With group routing, you can specify that a call to a specific number is routed to a specific group of agents. This allows you to have dedicated numbers for each group of customers, so that when they call their dedicated line their calls are only offered to their own customer support agents. For more information, see the article: Routing incoming calls to groups of agents.
IVR Routing
With IVR routing, you can use the different options in your menu to route calls to specific agent groups. For example, if the customer presses 2 for Billing and Invoices, you can route that call to agent groups with the relevant knowledge. For more information, see the article: Routing incoming calls with IVR.
Single-Agent Groups
It is possible to have single-agent groups for routing calls to, allowing you to route calls to just one agent. Be aware that this could cause a poor experience for the customer, as, if that agent is not available, and no additional agent groups were selected for routing, they will be directed to voicemail or have their call ended after only a short wait time.
6 Comments
Hello! I am wanting to have one specific agent answer calls. If after x amount of rings, we want it to go to a second person. Is this possible to do for each new call? We do not want to do the round-robin feature, instead of starting the cycle again for each new call: Agent One (no answer), ring to Agent 2, and then if no answer the call would then go to voicemail. And if a new call comes in, we want it to start again at agent 1. Please let me know if this is possible to do!
Hi @... -
Although this is not a standard workflow - you can achieve the desired routing by putting each agent in their own individual call group, and then use the multi-group routing feature to sequentially stack the agents. If neither agent answers the ticket will associate with the primary group.
Hope this helps!
Brandon Tidd
729 Solutions
Hey! Can you please confirm if there are subscription requirements for this feature? The "Primary Group" option is currently not showing for us ("Growth" level).
Thanks.
HI Rohan Anderson,
If you can route to different groups, the "Primary Group" option will only visualize if you have more than one group selected. Hope this helps!
Brandon Tidd
Hi Team, Do you have plan to improve your product? We really need to make all agents informed when an inbound call comes. Else, our customers have to wait for a long time in the queue.
Our Talk team is continuously making improvements to the product based off the feedback they hear from customers so I appreciate you taking the time to share this with us :) I would recommend you share your feedback in our Feedback - Voice (Talk) topic since that's actively being monitored by our product managers.
Let me know if you have any other questions!
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