Fix routing of calls for agents that miss or decline

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.

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

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.

+1 

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.

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.

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

Rohan Gupta are there any updates on this release?

Hi Charlie,

As per my tests this is fixed if you use omnichannel routing.

Hi Аll,
I'm probably a bit offtopic, but can't find the place for my question.
We are now reviewing Zendesk Talk and I'm wondering two things:
1) Where can agents find missed calls? Is there a page for all agents where they can see if there are any unanswered calls or atleast this routed to the concrete agent?
With the call center that we use now, it's easy to find a list of all calls - which ones are received, which are missed and which of the missed has been successfully called back. And every agent could make a callback.
2) When the callback option for the customers is enabled, if they didn't request a callback, is there any trace left that they were calling? Or if they request a callback, but nobody return the call what happened? Ticket is created?

Thanks in advance for your time and support!

Hello,

1-With Omnichannel, we create tickets for most types of 'missed' calls. As such you can create a view that logs all tickets with this 'missed' call status.

2-With Omnichannel, since all tickets are created, you can create a view that shows the info you need. 

If you need more help, we can get a salesperson to assist you further. 

Thanks,
Sean

I'm 1000% putting my vote! 

That said, this really feels more like a bug/oversight that should be addressed, this can impacts service level agreements if you can't properly monitor calls in queues and have a way to retrieve them if an issue happens. At the very least a supervisor should be able to rescue the calls. We ran into that scenario last week, I never had any means to rescue a call once my agent missed answering it in time because someone came to their desk to ask a question. Not even I could retrieve the call, I was offline at the time, and once he missed the call I went online and that call never routed to me. It's disappointing to watch the call timeout and being helpless to do anything other than wait for this poor person to finish wasting their time waiting fruitlessly only for us to call them back to apologize because our “shiny new system” was unable to let us answer the call. You don't want to keep retrieving missed calls, you want to answer them when they're waiting before they hang up. 

I really hope your new talk overhaul that's slated for this year (hope you guys are still on track for that) will correct this because ever since we moved to the Zendesk platform, we've been REALLY missing the abillity to monitor our phone queue. We moved to Zendesk because our with the Ageing Mitel system was a pain to configure and the licensing made no sense but at least it had the basic features. Although Mitel was clunky and an absolute nightmare to configure, it at least gave you the ability to properly monitor your call queues, generate alarms if calls are waiting for x amount of time and if something happened, it was straightforward to rescue calls. This is something that is an ABSOLUTE MUST for any customer service platforms and the fact that it's lacking on Zendesk considering the vast feature set is really disappointing considering the devs radio silence track record I've observed in the year we've been on the platform. Doesn't give a lot of faith that things are going to get better. One can hope I guess?

Sam Goulet 

Thank you for your questions. Regarding the concept of rescuing calls due to agent missing the call, you can minimize (or perhaps eliminate) that concern by using our omnichannel routing. Here are a few key articles with relevant information

• About omnichannel routing
• Managing settings
• Queues documentation
• Workflow: using omnichannel routing to manage calls
• Workflow: Using skills to route calls to specific agents
• Workflow: Using skills in omnichannel routing to overflow calls to other agents
• Queues workflow in Talk

Regarding your thoughts on how we can improve our phone queue monitoring, we will put that on the backlog.

If you want to continue this topic, please start a new post. It will be easier for us to track this conversation. 

Thanks,

Sean