in 2017 i trialled zendesk talk, i found it had alot of really useful features especially the visibility of what my agents were doing and call recordings , also having all my communication methods in one place is always going to be easier.
However we had to stop using it as the biggest problem we found is that it cannot ring a group of agents at once.
there is ring groups you can set by they try an agent at a time
so agent 1 gets the call, they arent at their desk, it waits 30 seconds before moving to the next agent within said group
i will get to the point, my main question is has this behaviour been change or improved since ? and / or is there any plans too?
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