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Add simultaneous calling

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Mathias Lakshøj-Hansen

Posted Aug 08, 2023

Hi team,

I would like to suggest adding simultaneous calling af a feature in talk, so the caller rings to every available agent in a group at the same time for the entire queue time that is set.

We've noticed a large decrease in average waiting time for our customers who call us since we implemented this some months ago.
This could be the thing that keeps us from using Talk/Voice and if we feel this way other interested companies might feel the same way.

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Date

    Official

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    Sean Chuang

    Zendesk Product Manager

    Update: 19 March, 2025


    Update: The functionality is still in the backlog but not on the roadmap for 2025, and will be reconsidered from a planning point of view for 2026. 

    Hello,

    Thanks for your question. Broadcast mode is currently on the roadmap for 2024 development. 

    In the meantime, in 2023 we are working on queues with omnichannel routing that would enable calls to be routed to multiple groups in the event the primary group can't answer the call, decreasing the average wait time. That capability combined with the ability to set skills to answer a specific set of questions will further decrease average wait time. 

    Thanks,

    Sean

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    Mathias Lakshøj-Hansen

    Hi Sean,

    Thanks for the reply I will look forward to hearing about Broadcast mode.
    Also thanks for the suggestion, we uinfortunatly do not have enough agents to be able to do omnichannel.

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    Sean Chuang

    Zendesk Product Manager

    Hi,

    Hope you are well. We encourage you to consider moving to Omnichannel because routing improvements will continue to come via that feature. Lastly, to take advantage of Omnichannel routing, the number of agents is not a factor. See here for more info. 

    p.s., it's free.

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    Eric Brower

    Any update on Broadcast mode?

     

    The inability of having simultaneous ring to all online agents in a group is causing us to reevaluate using ZD Talk.

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    Rohan Gupta

    Zendesk Product Manager

    Hi Eric,

     

    Update: The functionality is still in the backlog but not on the roadmap for 2025, and will be reconsidered from a planning point of view for 2026. 

     

    In the meantime: We delivered on queues with omnichannel routing that would enable calls to be routed to multiple groups in the event the primary group can't answer the call, decreasing the average wait time. That capability combined with the ability to set skills to answer a specific set of questions will further decrease average wait time.  Call also keeps on circulating amongst agents which can also avoid it being going to voicemail when agents are available.

     

    Thanks

    Rohan

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