Zendesk Talk Organize/Filter Outbound Lines

Answered

3 Comments

  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hi everyone,

    Thanks for all the feedback on this post!

    We hear you and recognise that line management during outbound calling can become a hassle especially when agents need to constantly switch lines while calling.

    We have improvement to this functionality noted in our backlog, having said that, it is not on our next 9 month roadmap. We will keep the community informed of any changes.

    Thanks

    Rohan

     

     

  • Nick Sgarioto

    I support this post - all lines are not relevant to all agents, and it's time-consuming (and frustrating for our agents) to need to scroll through our list of lines to find the one which is relevant to their function. 

    Agents in function/brand ALPHA should only see phone lines associated with the brand ALPHA. Especially if BRAVO and CHARLIE contain multiple lines which can't be sorted or grouped in any way. 

    It reduces likelihood of risk that a call may be made with the incorrect line. 

    1
  • Joshua Bentley

    I agree. We would also like to be able to limit which outbound lines are available to agents. Example: our billing team should only be able to call out from the billing phone line. 

    If an individual is in multiple groups, the matching lines should be the only ones available.

    0

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