Manager/Team Lead Notifications for Queue Size, Wait Times and Agent Availability

Answered

Posted Jul 26, 2022

It would be great if there was an option to notify Managers/Team leads via (slack, email, text) if a call has been in queue for X number of minutes OR if no one is available to take a call in the queue. In the event all agents are away.

Currently the only way to monitor this is to use Talk Live and have it open constantly and be checking. It's not very efficient.

3 comments

Date

Official

Sean Chuang

Zendesk Product Manager

Jul 27, 2022

Update September 6, 2023:

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Hello,

Our colleagues in Explore has a grand vision for the supervisor/team lead. Please reach out to them to get more info!

Thanks,

Sean

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Hi Gabrielle,

Thanks for the feedback. We hear ya! We will be looking into improving reporting capability with consolidation and improvement. However, this is work being done by our Explore colleagues so let us reach out and see where this falls on the roadmap.

Thanks,
Sean