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Feature request: Zendesk Talk - set maximum queue wait time per number
Planned
Posted May 11, 2020
Hey,
Having the ability to set a maximum queue wait time for each individual number seems like a basic requirement for a Call Centre. We've been struggling so far to find a happy medium, as some numbers have very small wait times compared to busier numbers which have much larger wait times.
Ideally we would want to be able to set a different wait time for each number.
e.g.
Number 1 = 5 minutes
Number 2 = 20 minutes
Number 3 = 2 minutes
Additionally, having a more granular approach to setting these times would be even better, i.e. 1 minute increments
lee
15
21
21 comments
Official
Joey Barrett
March 14, 2024 update
Please see the attached page for more info on "Advanced Queues"
Thanks
Sean
----------------------------
May 03, 2023 Update!
We are happy to announce that in 2nd part of 2023, we will be rolling out improvements to our current universal queue (into Omnichannel queues). You will be able to set up multiple queues and configure wait times per queue.
Thanks
Team Talk
----------------
Hi Lee,
Thanks for the feedback, these settings are global settings right now. We will consider this feedback in the future should we explore changing them to a per number setting.
Thanks,
0
Manuel | Customer Service
Hi Joey,
Agreeing with Lee this is a crucial Contact Center need while being in transfer towards Zendesk Talk, we weren't informed about this problem which creates our one biggest telephone line (with strict wiaint line settings) to make our smaller lines not reachable. At this moment I have to decide wether this will change our intention towards another CTI. Can you please let me know (preferrably this week) what the due date is for this change (if there is any at all?)
Thanks in advance, Manuel
0
Joey Barrett
Hi Manuel,
There is no due date for this change.
Right now, it's not on our roadmap.
Thanks,
-2
Tobias Hermanns
We also would like to get it.
0
Mark McKelvey
We have been having this same debate internally. The team in Europe feels that we need a shorter time while the team in the US want it longer. If we could control it by number, it would enable us to optimize.
0
Lateesha Clark
We would also benefit from this feature. We have one phone line supported by over 20+ agents while I have another line supported by 2 agents. Having the customizability per number is essential and should be a basic feature.
As others have mentioned, this is a needed feature (amongst quite a few other downfalls of Zendesk Talk) that are making us consider other CTI/VOIP providers.
0
Leidy Bolhuis
Hi,
We have a lot of different numbers with different protocols, so setting a maximum queue wait time for each individual number is very important for us. This feature can help us implement the overflow to another call centre.
Is this feature already on the roadmap?
1
Joshua Bentley
Been awhile since there has been any update on this. We would also like this feature.
1
James Beniston
Totally agree with all suggestions here. Anything associated with managing numbers / queue's needs to be as granular as possible.
1
Nick S
+1 on this feature. We have different teams using our instance of Zendesk and sharing the one Zendesk Talk account. We'd like to be able to customise this by team. By having it as one level across the board makes it difficult to manage when each team has different configurations (ie some with Voicemail, some overflow, some not).
1
Moran R. Gilboa
This is a critical feature, when utilizing a fail-over for instance, we don't want customers to wait on "priority" lines for 60 minutes, and it should be set for minutes instead, while a "questions" line without priority could logically facilitate an hour without a breakdown.
Some organizations also have numbers for different functions/services, some are not critically impacted in the spam of 20 minutes, and others need an answer in 2 minutes, how do we tackle this?
1
Amie Brennan
hey Moran R. Gilboa,
Couple of recommendations for you from my experience as a Zendesk Solutions Consultant:
1. I would encourage you to use the callback feature. As a customer, I'd much rather request a callback than waiting in a priority queue for 60+ minutes. or any queue for that matter. - 2 results of using the callback feature are: a) Customers are not waiting in a queue for 60+ mins. b) Agents aren't overwhelmed by large influxes of incoming calls and can work through a callback list more effectively than chasing their tail with never-ending incoming calls.
2. You could use an IVR and in there.... anyone calling via a mobile phone can be sent a txt message with your HC URL where they can go and look for help on non-urgent issues... and then submit a ticket request from there instead of clogging up the phone lines with non-essential question. This can help you reduce the amount of calls that come in with silly questions etc.
I've seen both of the above points work well with the situations you mention.
Hope this helps. :)
0
Permanently deleted user
We would also benefit from this enhancement. It's quite baffling that it's not a feature already, as it creates a limit for sharing the zendesk instance across multiple teams. Universal max wait time is limiting us. Also related is the need to set overflow logic in a better fashion, as they are part of the same problem. We need more flexibility to set wait times and overflow thresholds
0
Cécile Gao
Hello Joey Barrett
I only came across universal queue in Talk general settings, and havent seen omnichannel queues in the accounts i'm managing; Is this feature live?
Thank you,
rgds
0
Widson Reis
Yes, Omnichannel Complex Queues has been announced on March, 11.
0
Chris Batt
I see updates to this Feature Request that link to the general announcement of custom OmniChannel Routing Queues in two different comments from ZD but nowhere in that page does it mention “Talk”, “Complex Queues”, or “Advanced Queues”.
Can someone link an article or provide some quick steps for setting up the "maximum queue wait time per number" that this request is asking for?
0
Widson Reis
Hi Chris Batt ,
Omnichannel queues, which were recently released, allow you to route calls to different queues based on multiple conditions, including the callers' phone numbers. We believe this can solve the originally posted problem. Could you explain why it would still be necessary to set different wait times per line when using omnichannel queues?
0
Joshua Bentley
Hi Widson Reis - I don't believe this satisfies Chris Batt ‘s request or the original request, but I’ll let them chime in. I can speak for my company and say that the existing Queue settings do not satisfy our use case.
Use case: each of my phones lines route to a different team that supports different user groups. There is no overlap between skill sets so I don't want agents on Team 1 to receive calls for Team 2. Because Team 2 is our Enterprise team with greater knowledge and training, I want those customers to be offered a callback or voicemail faster than callers routed to Team 1. Overflow is not an option.
Until a feature is released that allows us to set a max hold time per line, this request would not be considered solved. Assuming queues is how Zendesk wanted to implement this, I'm imagining settings like the following:
Queue 1
Conditions:
Action:
0
Widson Reis
Hi Joshua Bentley
Using schedules and voice-specific SLAs in the omnichannel queues is definitely in our roadmap.
My follow-up question is: why would you like to offer the callback/voicemail options after the queue time has exceeded? The way Talk works today, all customers can dial 1 for voicemails and 2 for callbacks at any time while they wait in the queue. Wouldn't it be a worse experience to redirect vip customers to voicemail after a short(er) wait?
If you have two lines and completely separated groups of agents answering calls from each line, it seems to me that all you need is a rule like “if channel is Talk and ticket comment contains the text <line> then route ticket to group <group name>” and again for the second line. You can even set your Enterprise line as a “priority number” so all the calls to that number will automatically jump to the front of the queue (although, as you said there's no overlap of agents between lines, that wouldn't be particularly useful).
0
Cécile Gao
Hello Widson,
I'm messaging back on this topic with a pretty common use case.
If I have 2 teams for Tier1 calls, one within HQ using Zendesk Talk, and one that's outsourced in an external call center with their own system, then I'd typically like to overflow calls from HQ to Ext Tier1 even if the call do not meet overflow conditions. This can also be the case for 2 outsourced Tier1 teams, in 2 separate locations .
With the current settings, if all HQ agents are busy, the call will still wait for them while it could be overflowed to an available Tier 1 agent if the wait time was shorter for this line. The customer experience would be better, the call would have been picked up faster, no voicemail would have been involved at any time.
Do you know if there's a way to achieve this with the current Talk settings (to overflow a call to an external number, even though there are agents avialble but they're all busy)?
0
Joshua Bentley
Cécile Gao
I looked up more information on overflow and it looks like your use case is supported. If you haven't already, take a look at this Managing call overflow article. That article may also be a better place to post your question since it's a little more on-topic that this article.
I hope that helps!
0