English (US)

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

Answered
Gabrielle Plé (gofor CC Sr. Manager Customer Care)

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.

2 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    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

  • Gabrielle Plé (gofor CC Sr. Manager Customer Care)

    Thanks!

    0

Please sign in to leave a comment.

Didn't find what you were looking for?

New post
Powered by Zendesk