Zendesk Talk Organize/Filter Outbound Lines
AnsweredFeature Request Summary:
[Zendesk Talk should improve outbound dialing functionality by either allowing admin to set up outbound numbers in categories/prioritized/alphabetized order OR match ticket field functionality where undesired choices are filtered out as agent begins to type the number they need to use.]
Description/Use Cases:
Our initial contact with customers is often an outbound call after we have received a request for help. The families we are calling generally do not have our contact information saved and are expecting us to reach out to them from a local number. Because of this we have a significant (and growing) number of outbound lines. At present, our agents have to scroll through the list to find the right line they need to use.
Business impact of limitation or missing feature:
This is a major pain point and source of confusion for our agents. It is a major time cost as it takes significantly longer to look for the right line than is ideal. In an effort to increase speed, there are often errors made where incorrect numbers are selected and used - these mistakes result in pain points and confusion for our customers who we are reaching out to.
Other necessary information or resources:
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Official comment
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
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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.
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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.
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