Queue Position number

Answered

4 Comments

  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hi Ian,

    Thanks for the feedback!

    We do not have this functionality on our roadmap. Our current thinking is to deal it in an Omni-channel way rather than just making the improvement for Talk. We are adding it to the backlog for future consideration.

    Thanks

    Rohan 

  • Rosie

    Hi Rohan,

    I have just signed up with Zendesk and would also like the queue position specifically on the phones to be included. I actually wouldn't want the whole omni-channel function to be as part of this - it's just a simple where am I in the queue we need as I know many companies have this and I personally like to understand that when I am calling a company. 

    Related to this I would really like customers to know how long they will be waiting in the queue also and i thought this was not possible other than the 2 minute option? 

    Please can these be considered?

    Many thanks

    Rosie

    1
  • Rohan Gupta
    Zendesk Product Manager

    Hi Rosie,

    Thanks for reaching out!

    For the clarification on your post referring "2 minutes option". Are you referring to the play of "average wait time greeting" which is only when the average waiting time is more than 2 minutes.

    You can read about the average wait time greeting in this article.

    Here is an article on when this greeting is triggered.

    Thanks

    Rohan

     

    0
  • Al Hafiz

    Hello! Would like to check in here as I have a similar query: if there is a feature for the end-user to identify their position in the talk queue. 

    For example, a feature that allows users to know there are other 2 callers in the queue in front of them.

    At the moment, there is only an internal feature for setting the maximum queue size and queue waiting time.

    1

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