ReRoute Missed CallsAnswered
When we have one agent taking calls and they miss the picking up the call, it does not get rerouted to them to try to take the call again. If the other agents are set to AWAY - the caller stays on the welcome message for the entire 10 minutes (our setting to go to voicemail) is up. If the other agents are listed as OFFLINE, the call goes to voicemail immediately after the agent does not pick up in time.
Solution is to let the call reroute to the available agent for the duration of the limit set to go to voicemail.
Thanks for your question. As part of Omnichannel Routing, we are will be offering the ability for a call to be rerouted within the same group until the call is picked up by an agent or it reaches the maximum queue wait time. See this article for additional info.
That how Servicedesk Call Centers should work indeed!
Zendesk is honestly a bad choice for us, since it doesn't do that!
If this isn't solved asap we will look for alternatives.
Hi Francois and Joe,
Thanks for the feedback. This indeed is something that is not possible in Zendesk Talk at the moment.
If you absolutely need something like this it would be safe to say your best bet might be connect with a Telephony provider that is listed in the CTI integration on the Marketplace.
Disclaimer: I volunteer here on the forums and don't work for Zendesk. I haven't heard about this feature being planned anywhere
This is something that needs to be addressed. There are other posts on this forum that go back over 2 years talking about this. Over 2 years ago this was a "high priority" and "top of the list" Now when there is a request for an update, the requests are met with "workarounds" and market place apps. No. being able to have a round robin like setup for calls is a BASIC call center feature. Call gets routed to agent A, if they don't pick up the call goes to Agent B, if they don't pick up, it goes back to Agent A. This method is fair to the agents and fair to the customers.
Currently with Zendesk the call will go to Agent A. If they don't pick up, it goes to Agent B. If they don't pick up, the customer goes back into the hold queue. There, the customer sits until they either get tired of waiting and hang up, or until the queue time expires.
How, in ANYONE's right mind, is that a GOOD customer experience? This issue needs to be reintroduced to the zendesk development team, and should be worked as a high priority. As I have stated, this is BASIC for a lot of other service desk platforms. Until it becomes a feature for Zendesk, I will not be recommending it to any company looking for a service desk platform for a call center.
FYI Zendesk, is performing an BETA to solve this issue.
I have subscribed to this Beta but didn't received any news about it.
Is it active, not active ? I don't know.
But you can maybe also Subscribe to this beta Dave. (Don't have the link anymore)
PS: I totally agree with you about the recommandation part.
The fact that ZD Talk does this can be very frustrating. There have been times where we have low staffing when one of our agents misses a call, and the only other tech we have on phones is busy with another call. When this happens, there's no way to get that call to go back to the agent who initially missed the call.
I've even had people log out, disable Talk for them, have them log back in, reenable Talk for them, and then have them try to pick up the call. But it still doesn't try to feed to them because they had previously missed the call.
Calls need to be able to route back to agents that missed the call.
This is also a huge issue for us, not sure if we'll actually be able to use zendesk talk because of this.
Sometimes our support team is just two people and if one stands up to get some water without setting to away this could quickly result in missed calls.
Interestingly, this feature is only needed for us because we can't change the amount of time a call is ringing for a single agent. 30 seconds for someone to answer a call even if they are at the computer is clearly too low.
Of course zendesk sells this feature as part of their enterprise suite. A 50% more expensive plan than their "professional" suite.
So it looks, again, to be zendesk crippling suprisingly basic features to force people to upgrade their plans.
Think I might be giving the zoom team a call back.
We are having big issues with this as well, we know we have lost customers because of this and it can potentially cost us hundreds of thousands, were having our evaluation coming up, and I find it hard to keep recommending Zendesk because of this, adding to it that it seems to be an intentional limitation, we will most likely look elsewhere for the future
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