Zendesk Talk - Call routing based on end user fieldsAnswered
I would be interested to know if it is possible to route incoming calls from existing users to different agents based on a specific user field?
Our bigger merchants have dedicated agents that are responsible for them. The responsible agent is an Organization field saved at the callers organization.
Currently we have a phone pool that answers all calls (1st level if you want to call it that). They route the calls to the main agents if they can't answer the questions themselves.
As soon as a caller is recognized by Zendesk, they should be assigned directly to the main contact who is linked to that specific organization.
Is that possible somehow? Thanks for your feedback.
I think you would like to know that with the upcoming Omnichannel Routing some of these use cases will become possible. At first, our omnichannel will route calls (and other tasks) based on agent's capacity and priority tags created via triggers, with skills-based routing planned to follow next.
Adding a use case for our company.
We have projects in different stages, and each stage is managed by a back-end team that has its own customer-facing support team. Having calls to our general support number route to the appropriate support team based on the stage of the project would be a very helpful feature.
Unlike the use case above, we don't want to give customers specific numbers for each team--we want to take the burden of self-routing from the customer and connect them immediately to the correct agent.
Any luck on this? Interested in the same thing.
At this time unfortunately there is not a way to route calls based on ticket or user information. The ticket does not get created until the call is served or sent to Voicemail, so on the front end there would not be a way to define user fields. The workaround for this would be to purchase dedicated number that your customers could use and then have only the agents you want to service those calls as agents with access to those numbers. I will mark this as product feedback for both of these requests/use cases.
Have a great day!
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