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?