Can I route Talk calls to all agents at once or to specific individual agents?

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6 Comments

  • LaReine Pia

    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!

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    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

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  • Rohan Anderson

    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.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    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

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  • Grace Wu

    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.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Grace, 
     
    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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