At our company, we are seasonal. We only have one to two agents during our offseason, and five agents during our busy season. Currently, with our other provider, an agent can be away from their desk, be marked as away, but we can see calls in the queue from a manager view. This works well as the customer waits on hold with the option to receive a callback.
I'm very concerned with our choice to switch to zendesk talk because of our small size. We have it set a max wait time of 5 minutes or the customer can leave a voicemail, but when a customer calls in since we only have one agent it displays the no agents available after only 30 seconds. We can't have this. How do we fix it? What ways can we work around this?
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