Routing Zendesk Talk calls to multiple agents at the same time

95 Comments

  • Official comment
    Caroline Kello

    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

  • Katie Hutch

    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!

    15
  • Scott Rosenlof

    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.

    15
  • Styles Beagley

    This is imperative if we are going to use this feature in zendesk. With a small team round-robin does not work.

    14
  • Jorge Morales

    Yes, this feature needs to be added. It's one of those no brainers!

    13
  • Daniel Rodríguez Flores

    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. 

    12
  • Kevin Gonzalez

    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.

    12
  • Haley

    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.

    11
  • Daniel Baras

    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.

    11
  • Mariana Anzaldo

    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. 

    10
  • Drew

    Necessary for our team too for the same reasons. It's a feature we're looking for in other solutions.

    9
  • Robin Dublon

    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.

    9
  • Oscar Gonsenheim

    we need this on zendesk talk right away!

    9
  • Robin Schrijer

    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.

    8
  • Daniel Baras

    You need to vote in order to be taken into consideration. Commenting it's not enough :( ... Learn how to vote here:

    8
  • Michael Mogren

    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.

    7
  • Daniel Baras

    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.

    7
  • Nico Secunda

    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.

    4
  • Jeff Heaton

    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.

    3
  • Stuart Anderton

    FYI, we have dropped Zendesk because of this and moved to an alternative,

    3
  • Marcus Bergamaschi

    THIS IS A NO BRAINER! It makes no sense that group ring is not available. 

    3
  • Patrick Harland-Lee

    +1 for this request as well. At the moment we're having to ask our developers to use the Talk API to automatically set our status to away when we lock or shutdown our computers since it doesn't currently seem to be able to do that.

    We've also had to give all our agents the ability to set other people's status to unavailable when the other person gets up to talk to someone and forget to change their own status, even though they've locked their computer.

    If there is one thing I believe would fix this issue for everyone involved, both big companies and small, is to be able to choose between round-robin and hunt-groups/simultaneous calling. This is bare-bones functionality and I'm surprised Talk has been around this long without even a foreseeable roadmap item to develop it. Simply adding this feature would significantly and directly increase Zendesk's revenue, so I find it hard to believe the effort wouldn't be worth it.

    Is it possible there's some kind of hardware/software limitation between Twilio and Zendesk that actually prevents this feature from being built?

    3
  • Daniel Baras

    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".

    2
  • Wim De Pril

    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.  

    2
  • Tours

    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.

    2
  • Styles Beagley

    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. :)

    2
  • Chris Duncan

    How do we "vote" aside from ditching Talk for another VOIP product that can do something as simple as ringing all available agents?  I've never owned a PBX or worked with a VOIP provider that couldn't handle such a simple task.  

    2
  • Matt Chayba

    Honestly, very disappointing that this functionality is not included in any package. There is also no work around to easily distribute calls the way you want. The poor UX design from a group sharing perspective is honestly making me consider cancelling my talk subscription as it isn't optimal for daily operations.

    2
  • Chris Ryland

    Same as most folks commenting here. We're just 4 people working out of our home offices, 2 of whom are generally available and 2 of whom are backups. We all do support, but that's not any of our main functions. We just do it as part of our work as engineers (or in my case, as company head and thus general dogsbody).

    Since we can't predict when any one of us will be around (our schedules are flexible), ringing round-robin won't work, since the phone might ring for up to 1.5 minutes without a response.

    Every other phone system we've ever seen or tried (and we've tried several) can ring all phones simultaneously. I just don't understand why ZD talk can't do it. Seems like an anti-product.

    2
  • Sarah Salvador

    We also desperately need this functionality and I echo many of the specific needs of others who have commented. We're small team with many members who have multiple roles. The round-robin style of ringing simply does not work based on how we prioritize those that are on the primarily phone versus those that have other primary roles, with phone as a secondary role. We have a hard "no missed calls" rule in our call center, which means that anyone who is qualified to answer the phone is required to as needed if calls go unanswered. As someone commented above, this means that I and other managers who are on the phone less by nature, would be pinged first on incoming calls due to low-talk time. Even if we create concentric groups of members, we'd have to create so many in our organizational setup that I can't imagine a customer having the patience to wait through as many rings as it would take to reach finally an agent if it got to the management level.

    Regarding the official response above, the ability to configure the 30-second wait time may help some, but it wouldn't help in our situation. In order to reduce the wait time to a total time that would prevent the end-user from hanging up, we'd likely have to reduce the wait time to a duration that would be moderately unreasonable for an agent to pick up the call.

    2

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