Increasing Zendesk Talk's Maximum Queue Wait Time
Our company uses Zendesk Talk and receives 2000-3000 calls per day in our peak season. Because we are in the Utility Management industry, our type of customer is willing to wait extended periods of time on hold before an Agent answers the phone.
Currently, Zendesk Talk limits us to a maximum of 20 minute queue wait times. While 20 minutes is an extremely long time to wait in most industries, it is actually rather short in the world of utilities (just think about how long you usually wait to talk to an agent at your Water or Electricity company!).
This limit on maximum queue wait times actually hinders our service because customers who reach the 20 minute max are sent directly to voicemail and lose their spot in the queue.
While ours might be an edge case, we would love for Zendesk Talk to expand its queue wait time capabilities to much longer durations (0-2 hours) to allow companies like ours to use Zendesk Talk as a viable solution for telephony interactions.
Thanks for all y'all do!
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Official comment
Greetings!
Thank you all for an amazing feedback!
We are very happy to announce that Extended Maximum queue wait times are now generally available to all our Zendesk Talk Enterprise customers. The Maximum Queue Wait Time can now be extended up to 60 minutes for Zendesk Talk Enterprise customers.
Your feedback was instrumental in getting the functionality planned and delivered. We really appreciate your continued support.
Here is the link to the detailed announcement.
Thanks, Rohan
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Hi Jeff,
Thanks for your feedback and explaining your use case to us. Looking beyond the current wait times and queue size is something that we are doing.
However, rather than simply looking at increasing values here I would like to spend some time discussing your specific needs if you are open to having a conversation. I'll reach out separately in a ticket to try and organise something.
Thanks
Neil
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I'm totally on the same page as Jeff! In our peak season we have a lot of calls and if the costumer wants to stay in the queue we would like them to have that opportunity. We have a call-back function and estimated waiting-time but if they choose to stay in the queue and after 20 minutes gets to a voicemail will it most definitely lead to unhappy costumers.
We really like working with Zendesk and would be great if this possibility is in the near future. Otherwise we would not have a choice than look at set-ups elsewhere.
Best regards!
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Hi Jesper,
What max queue wait time are you looking for ? I may be able to get this extended for you. Have you considered using Callback which allows customers to request a callback instead of them having to wait in the queue ?
Thanks
Neil
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Thank you Jeff! I completely agree.
We are a retail contact center and have a unique product offering and a customer group. Although 20 minutes is a bit long to wait in queue for many retail contact centers, it would greatly benefit us to have a longer (at least 60 minutes) or unlimited queue wait time. Our customers get pretty upset if they are waiting in queue and get transferred to voicemail. The majority of the time, they would just call us back after leaving a voicemail expressing their frustration. This essentially creates double work since an agent usually ends up responding to the voicemail which can be bothersome to the customer if we already handled their call and it is wasted time by an agent.
We optimize our staffing levels but sometimes we do have floods of customers during holidays and pop-up sales and the queue time can reach 40-50 minutes during these events.If the queue time can't be increased, is there at least a rule or workflow that could be created so when customers get close to 20 minutes, they could be transferred back to the queue without them being aware?
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Hi @Neil,
We will shortly have a callback-function in place (just waiting for the musicstudio audiofiles). However we would also like to have a longer max queue waiting-time the optimal time would be at least 1 hour.Would be great if we can solve that!Thanks,Jesper -
@Jesper, @Jose,
I've increased your options in this area. You should have received some communications on this via your open tickets.
Regards,
Neil
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Hi Neil,
We're in the same situation. We're a workforce management and payroll software company. During our peak season when customers have federal deadlines approaching, they're willing to wait longer than 20 minutes. I'd like to have the ability to either disable the maximum wait time or set it to 60 minutes.
Thanks!
Jamie
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Hi Jamie,
I've increased your options for the max wait time as well as the size of the queue.
Thanks
Neil
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Hi Neil,
We're in the same situation. We're an online travel agency. During disruptions such as strikes or bad weather (snow!) our customers are willing to wait until someone can help them, much longer than 20 minutes in these extreme situations. We'd like to have the ability to disable the maximum wait time and/or set it to 60 minutes under normal circumstances.
Thank you!
Jenny -
Hi Jenny,
I have enabled similar for you - longer queue wait time and queue size
Thanks
Neil
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Thank you so much, Neil!!!
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Thank you so much! Perfect!
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Hi Neil,
As a software service provider, we suffer from outages from time to time. We'd like to offer a current queue time longer than 20 minutes. Ideally unlimited but 60 (as other have requested) will suffice for the time being. Our customers have indicated they'd be willing to wait as long however, hanging up on someone after 20 minutes is not acceptable to us as such we've kept the queue time low for now but we are still losing a lot of callers to abandonment. We'd like to have them wait as long as they are willing if possible.
Thanks!
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Hi Matt,
That should be setup for you now.
Thanks
Neil
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Hi Neil,
Thanks so much! Appreciate your attention to this matter .
Matt
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Hi Neil,
Here at Community Counseling Solutions, we use Zendesk Talk to manage our peer support Warmline. http://communitycounselingsolutions.org/warmline/ The service we previously used had no limit on the queue wait time. We are love the Zendesk callback feature, but our wait times needs to be increased. Each call can typically last as long as 20 minutes. With a small team of agents, 2 to 4 at any given time, we are losing too many calls to excessive wait times.
Could we please increase the wait time to 90 minutes? Our callers want to connect to a peer support specialist for a conversation, so they are willing to endure a delay. What is not working for us, is the situation in which a caller is in the queue, the wait time expires, and they do not receive a callback. It is harmful to our image as a service which provides reliable connections.
Thank you for you assistance in shaping Zendesks' service to meet our real needs,
Sharon Kuehn, Program Manager
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Hi Sharon -
Neil is out of the office until 8/13, but we'll make sure he sees your note when he returns.
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Hi Nicole,
Thank you for your reply. Unfortunately, we really can't wait that long! We are losing about 10 calls a day (significant to our nonprofit public service), and the complaints are piling up. Our agency will be making a decision on whether to continue using Zendesk at the end of July... this issue is critical for us. I am hoping we can resolve this.
Can you please find another way to assist us?
With hope and gratitude,
Sharon
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Hey Sharon -
I'll see what I can do. The team that works on this product is in another time zone, so it may take a little time but I'll be in touch via email once I hear back from them.
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Hi Neil,
We would like to have our maximum wait time extended as well. 60 minutes should be fine. Thanks!
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Hi Neil,
I just called Zendesk support and was routed to post my request here—We would like to have our maximum wait time extended to 60 minutes ASAP. Thanks! ( philo.zendesk.com )
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Hi Neil, this is Darin from Pradcooutdoorbrands.zendesk.com. We are entering our busy season, and the 20min que limit is not working for us. We would like to have our maximum wait time extended to 60min ASAP.
Thank You
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Hi!
We are approaching our busy season and need to increase our Max Hold Time to 120 minutes and Queue size to 100, please. Can you take care of that for us as soon as possible? Thank you! -
We are in the retail space and this time of the year gets extremely busy. We need the ability to increase the queue size and wait time. As with most other comments on this request, our customers want to wait. We also receive far more then 50 calls at a time.
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We would also like to have an unlimited queue size ASAP. How can we address this?
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Hi all, We're looking at how we can get this more generally available for customers and to move away from a request based on need model. It's obvious to us that we need to address this more broadly. Appreciate your patience while we work on this.
Neil Weldon | Director of Product
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