Route calls by agents skills

Planned

2 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Hi Sophie, 

    Thanks for the feedback. We hear ya!  We will be improving language based skills routing, coming this year.  However, can you elaborate more about the IVR side and how grouping based on language (e.g., press 1 for English, press 2 for French) is not working for your needs? 

    Thanks, 
    Sean

  • Sophie St-L.

    Hi Sean, 

    Thank you for your answer. 

    The grouping based on language is working, but not the way we needed. 
    We would have preferred not to have to create new groups for our IVR to work properly.

    It would be very useful to be able to route telephone calls according to the linguistic skills of the agents.

    Regards, 

    0

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