Routing Zendesk Talk calls to multiple agents at the same time
We need the ability to have calls routed to all available agents when they arrive, not just one person that is available. This is due to the fact we don't want customers waiting for an agent to accept or decline a call before bouncing to the next agent to decide the same thing. If the call was notified to all available agents, then the call would be answered much quicker and improve the customers experience of the system.
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Official comment
Hi all,
Thanks for taking the time to upvote and leave your feedback. I can understand that for smaller teams, especially when maybe not all agents are in front of the computer for the entire workday, having a call ring everyone that’s available is preferable and would increase the likelihood of the call being answered plus it would reduce the time the caller would spend waiting while we work our way through all of the available agents.
At this time this functionality isn’t something that’s made it onto the Talk roadmap. We’re discussing internally if a better way of approaching this, that might be more beneficial in the long run, would be to implement the ability to configure the 30 seconds that we wait for an agent to accept a call. Would welcome any thoughts you have on this!
Thanks again for taking the time and apologies if it's not what you were looking to hear.
Cheers, Caroline
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We used to have this functionality with aircall and it seems like a no brainer to us, its great to reduce waiting time and missed calls, it would be great to have on zendesk talk.
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We also need this functionality. Our workflow and response time is greatly impacted by not having this feature. Please add this to standard Zendesk Talk capabilities!
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I also want to put my vote in the ring for this, pun not intended :). Having the ability to ring all available agents at once makes for a much quicker response to our customers.
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Yes, this feature needs to be added. It's one of those no brainers!
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This is imperative if we are going to use this feature in zendesk. With a small team round-robin does not work.
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We function on fast response times on phones and tickets. We used a tool that allowed us to call all available reps and the quickest to respond got the call, improving our time to respond. Having a "Call All" function would allow us to keep response times to a time that keeps our customers very happy.
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Simultaneous call routing is necessary for my team as well. We are a small team with one primary support agent, who answers the majority of calls. 1-2 other team members are able to answer a call if the primary agent is on a call or working on something else when the call is received. And a manager is able to get a call if nobody else is available.
With only the round robin implementation, the other team members (including the manager) become the first agent in the call routing, since they would answer the least amount of calls, then the next tier, and finally it rings the primary support agent, who has been "available" the least amount of time because it is their job to answer the majority of calls. By this time the caller has been on hold for far too long. You can see how the round robin option causes major problems for small teams where there is a primary person to answers calls, with other team members also available to do so, but who should not be the first option for calls to be routed to.
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Necessary for our team too for the same reasons. It's a feature we're looking for in other solutions.
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We would like to see this functionality as well. With a small team, the incoming call is seen by every agent in the group at once instead of one by one, and the call would be answered quicker.
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This is a must have functionality in order to reduce the waiting time and improve the customers experience.
By SLA we have 30 seconds to answer a call, so round-robin it's not an option... you can't even adjust the 30 second time to any inferior value ( let's say 10s).
This must have been a commercial decision, as we are charged for all the waiting time. More waiting time, more money to pay. Not even the welcome greeting or the IVR options are free.
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I would like to put my vote in for this feature as well, as it would help greatly in our contact centre to reduce abandoned calls and wait times.
In fact I feel this should be a priority feature for Zendesk to implement.
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I am in a trial, but will not be signing up without this feature. I was expecting a variety of routing options from a major company like Zendesk. Simultaneous is a must and should be the first priority to add, but others that would be nice are fixed order, and the ability to repeat the routing x number of times before going to voicemail.
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we need this on zendesk talk right away!
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Where do I sign for this? :)
This would be super helpfull for it would reduce our missed calls and is like having the whole CE team available for the customers not just one person.
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Agreed, simultaneous call routing is something required for small teams.
For example, we have one primary support agent, who answers the majority of calls with 2-3 other team members who are able to answer a call if the primary agent is on a call or working on something else when the call is received. And a manager is able to get a call if nobody else is available.
With only the round robin implementation, the Manager becomes the first agent in the call routing, since they would answer the least amount of calls, then the next tier, and finally it rings the primary support agent, who has been "available" the least amount of time because it is their job to answer the majority of calls. By this time the caller has been on hold for far too long. You can see how the round robin option causes major problems for small teams where there is a primary person to answers calls, with other team members also available to do so, but who should not be the first option for calls to be routed to.
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This should be a configurable setting. Let us decide if we want it as round robin or not.
Give us the option to adjust the 30 second waiting time to any inferior value if set as round robin and the let us decide the order of the agents if all available. Using the IVR is a solution to order those agents per departments.
Twilio, the Zendesk provider for Voice (Talk), does not limit you on this as Freshdesk use the same provider and they offer that option. So? As I mentioned before it must be a commercial decision. We will see how correct this decision was if the clients will migrate to the competition.
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Outside of the round robin vs all agents at once, I'd like to be able to utilize specific agent extensions within the same call group.
Basically, I'd like the setup to work like a customer calls the single support line, and if they KNOW the extension of the agent they wish to speak with (the agent they spoke to previously provided the extension or the customer saw it in the email signature) they can hit that number and speak to the agent. A prompt of knowing the party extension is fine, but what I specifically do not want is to break my agents up into different groups and for the support number to just read off the groups/agent names for the customer to select.
So the typical "Thanks for contacting support, someone will be with you shortly, but if you know the party's extension you wish to speak with, please dial it now..." kind of a thing.
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This is a good feature request Jeff, but if you have different agent shifts this might not work or you should complete it with something like this "the agent is not available at this time ...leave a message and you will be contacted shortly".
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We have a small support team (2) and we would prefer our support calls to go to both if they are both available. That would allow one of them to continue their work if they are in the middle of something, it also supports faster response times.
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So, Zendesk, what's the deal? There is obvious usefulness to this feature, and a high number of people requesting it. Is a better customer experience and shorter wait times more important than your bottom line? So far, radio silence from ZD indicates the latter.
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Hey Tours -
We're working to improve the communication in the Product Feedback topic in this community.
I don't have an answer for you off the top of my head, but I'll reach out to the appropriate Product Manager and see if I can find out whether or not this is a functionality they're considering building. Hold tight, and I'll be back with an update in the next couple of days.
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I spoke with the product manager, and she said that the product team for Talk reviews Product Feedback posts on Wednesdays, so they'll share some insight later next week!
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Thank you Nicole, we look forward to hearing back from you and the team!
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Sure thing. Thanks for your patience!
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The ability to route calls to certain agents, as well as live transfer (i.e. not tie up two agents for one call) is imperative to our business. We implemented Talk in late October 2017, and it has been a struggle to operate without these features. Is anything on the horizon?
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Any updates on this?
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We think we have found a work around on this. Hope it helps others...
We have 3 support agents and one agent we want to answer the phone 1st as he is best/most relevant person to speak to on the phone. Lets call him agent 1.
If we make 2 zen work groups, we will call them "1st line support" and "2nd Line support".
We want agent one in the "1st line group only." Put the other agents in 1st and 2nd line groups.
With these settings the agent in the 1st line seems to get the calls 1st if we have set 1st line as the default for telephones (under the phone numbers page if i remember correctly). If he is not available it then goes to 2nd line agents.
Hope this helps! Looking forward to feedback. :)
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Thanks for sharing, Styles.
@Travis, no updates at this point in time. We'll keep you posted.
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