Zendesk Talk Queue Visibility for Agents



  • Neil Weldon
    Zendesk Product Manager

    Hi Derek,  this is also being discussed in this thread https://support.zendesk.com/hc/en-us/community/posts/1260801970630, specifically related to the queue visibility. 

    On the routing, we are working on new omnichannel categorisation, prioritisation and assignment of calls (and all other workitems). We will not be allowing cherry picking of calls from the queue but the added levels of categorisation will allow you have better targeting of calls to groups.


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