• Official comment

  Rohan Gupta

  • April 20, 2022 08:40

  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.

  Thanks

  Rohan

  -------

  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

• Jermaine Smith

  • April 01, 2022 17:52
  • Edited

  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

  • April 06, 2022 08:37

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

• Karshare

  • April 19, 2022 12:58
  • Edited

  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

  • June 20, 2022 10:55

  +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.

• yanko.chakarov

  • July 19, 2022 14:09

  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

  • August 17, 2022 16:30

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

• Charlie

  • December 09, 2022 02:24

  Rohan Gupta are there any updates on this release?

• Anastasia Kachanova

  • December 09, 2022 10:14

  Hi Charlie,

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

• Динко Динев

  • February 21, 2023 11:21

  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!

   

• Sean Chuang

  • February 22, 2023 10:10

  Zendesk Product Manager

  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

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