We offer 24/7 service, and have two teams: one during office hours, and one outside office hours (nights and weekends).
Outside office hours we have one or two agents that answer our 24/7 help lines from home. There is no admin during these shifts. These agents go about their daily/nightly business, as call volume during these times is very low.
Sometimes a day team member forgets to log off properly, and remains online for the night or a whole weekend. Because we have no admin to keep an eye on things outside office hours, and call volume is quite low, this could go by unnoticed. It adds waiting time for our clients and ruins our SLA.
Of course an admin can check in during their own time, but that is not something we like to ask of them. More importantly, it should not have to be necessary in the first place.
One solution would be if Zendesk could implement Hunt Group routing for calls (meaning a call gets routed to all available agents simultaneously, so clients don't have to wait on agents that are not working), but there is already a years old topic on this and it seems Zendesk doesn't want to implement it.
So another solution would be a way to route calls to groups or departments based on schedule/time of day.
Chat does offer department-based scheduling, which works quite well for us. We can route chats to our day group during office hours, and to our night/weekend group outside office hours.
It would be great to have a similar option in Talk as well.
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