Call Routing to Agents more than once

9 Comments

  • Thomas de Silva
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    Minor correction.

     

    If Agent are "Away" or "Wrap-up" the call stays in queue

    1
  • Victoria Brearton
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    I agree 100% that this needs to be an option. I have a small team, particularly at night, and it's vital that we have the option to have a call re-route to an agent that mistakenly missed the call. It's not a great client experience to have to leave a voicemail rather than get help live because of a missed accepted call they don't even know about. 

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  • Sara Vandermolen
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    I very much agree this is critical functionality. We have a small team and sometimes only a single person is covering the phones. If they miss a call but are available within just a few minutes, it adds a time and effort burden to both the agent and the end user to go through a voicemail process when they could have just stayed on a brief hold. Please consider adding this functionality as soon as possible.

    2
  • Krzysztof Klimek
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    Please we need this option aswell. 

    1
  • Travis Tubbs
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    This is one of the most annoying things about Zendesk Talk. We also have a very small team. Having one agent miss a call leads to a very bad experience for the customer, especially if other agents (if staffed) are stuck on a long call. (We had one call wait at least 12 minutes just this morning.)

    This really needs to change.

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  • Krzysztof Klimek
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    I know this is not a solution but we did it for our company as Zendesk coudnt help.

    I have created same group of Agents for Zednesk Talk and added a routing to Group1 and if no one answers it goes to Group 2. 

    in this case you have another chance to answer the phone because the conversation goes through the same group of people again

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  • Harriet Klymchuk
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    Hi Krzysztof,

    I've tried this second group option but I can't get it to work for us.  How do you get it to fallover to the second group?

    Here's the example we tried:
    Group 1 and Group 2 have the same users in.

    Agent A and Agent B are online, in both groups. Agent B is on a call (let's call it Caller 1).
    Caller 2 comes in via Group 1, Agent A misses the call.
    Caller 2 continues to wait as the system identifies that Agent B is online, but on with Caller 1.
    My expectation is that Caller 2 should then go to Group 2 and then go to Agent A again, but it doesn't.
    In addition, when Agent B sets themselves to offline while on with Caller 1 (to go on a break or away from desk), my expectation is that Caller 2 should loop to Group 2, however it doesn't, it immediately tells Caller 2 there are no agents available, even though Agent A is still online and in Groups 1 and 2.

    It seems the system is identifying that Agent A missed Caller 2, regardless of which Group it was offered in, and then doesn't offer to Agent A again?

    Any help you can offer would be appreciated!

    Thanks!

     

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  • Harriet Klymchuk
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    Just to add on to this thread to save others time! Zendesk Support have advised on a ticket I raised about the above comment that "Unfortunately at this time there isn't a native way to route multiple times to the same agent.".

    If anyone has found a workaround or alternative, it would be very much appreciated!

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  • Travis Tubbs
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    I've already added my two-cents but I'm adding in a couple more because this is ridiculous. While we offer our callers the option to leave a voicemail or request a callback, sometimes a caller doesn't want to use that option. That's fine. That's why they're there.

    But we've had a call waiting nearly 50 MINUTES today because we can't get it to route to an available agent.

    It doesn't help that Zendesk doesn't provide any way for us to even see any details about these pending calls, why it might not have reached an agent, or any kind of details that gives insight about the waiting calls.

    I can see how this would be less of a problem for larger call centers but when you're a small team like ours (with maybe 1-3 agents answering phones per shift), this turns into a bad experience for everyone.

    Fix this.

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