Fix routing of calls for agents that miss or decline



  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hello everyone,

    Thanks for reaching out!

    At the moment, if a call is offered to an agent and the agent misses or declines, the same call will not be offered to the same agent again. 

    We are actively working on including calls in the omni-channel routing experience (with messages and emails) where the additional improvement is to continue routing calls to the available agents until the call reaches maximum queue waiting time.

    We are targeting its release later part of the year. More details will be available closer to the release.



  • Jermaine Smith

    Agreed. We need to be able to continue routing calls to the agents. This is especially true when there are only a small number of agents online.


  • Rina

    This is a good idea, perhaps a roll round all agents twice before it reverts to voicemail?

  • Rosie

    We are also facing the same issue. If someone is busy at that moment and misses the call and then another 30 seconds later they are available they should be able to pick up the call. The call should stay in the queue and not go to voicemail.

  • Anastasia Kachanova


    We need to be able to keep inbound call in the queue for longest time possible and to wait for available agent => if agent missed the call or declined it - this call SHOULD be routed again and again to every available agent until max queue wait time is reached. And only if max queue time is reached and there are still no agents available - we can drop the call.

    Current talk setup is innocent and cannot work as good customer service solution.

  • Yanko Chakarov

    I agree with the feedbacks above.

    It makes a lot more sense for an agent to receive a call again even though he/she declined/missed it earlier, than to leave the caller in the queue and eventually forward him to voicemail when we have agent available.

  • Sydney Neubauer

    Can we please confirm that this behavior occurs for Callbacks aswell? I believe they do based on this behavior but would like to confirm


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