Pick Calls out of the Talk Queue

Answered

4 Comments

  • Shawna James
    Community Product Feedback Specialist
    Hello Katherine, thank you for taking the time to provide us with your feedback.I want to point you in the direction of our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template, specifically so we can understand business impact of this lack of funtionality. 
     
    For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
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  • Katherine Magee

    Pick Calls out of the Talk Queue

    Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

    This feature is affecting my agents who have to wait until a call rolls to them and my customers who wait longer in the Queue then needed. 

    What problem do you see this solving? (1-2 sentences) 

    This would allow customers to be helped faster and be moved to the right department, when necessary. 

    When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

    This problem happens on a daily basis. This is critical for our business as our customers are angry having to wait longer, which lowers our customer satisfaction score. 

    Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

    No, there is no workaround available.

    What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

    This would provide us with the ability for Admin to select certain calls that are waiting in the Call Queue. Calls that are in the IVR and have skipped a certain agent, being able to grab and answer those calls and jump the rotation.

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  • Shawna James
    Community Product Feedback Specialist
    Hey Katherine, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
    1
  • Natalia Turkulainen

    Re we have available agents but can not receive incoming calls simultaneously on our desktops! Should we write a case about this struggle with Zendesk Talk for Voice for the next academic book about Customer Support to raise awareness about this very big problem with the Talk? I must tell you that it seems Zendesk customers are encountering challenges with the Talk for Voice functionality, or rather, the absence of a crucial feature for customer support. This is a very interesting case for public discussion, as in reality, the Talk for Voice tool introduces unnecessary complications in the Customer Support process, resulting in customer dissatisfaction.

    Upon reviewing comments from frustrated Zendesk customers, accessible through the attached link Routing Zendesk Talk calls to multiple agents at the same time I was surprised to observe complete silence from the Zendesk team. Zendesk was designed to elevate the quality of customer support, yet it appears incapable of providing a basic functionality that even the smallest telephone line provider can offer. 

    The question arises: why invest in an AI tool if our customers cease calling due to prolonged wait times? In the B2B world, waiting for 15-30 seconds is unacceptable, leading to potential loss of business as customers may opt to discontinue placing orders.

    Is it the time for change, the Zendesk team? I just saw another example when Katherine Magee received no support at all, at least we can not see it here if there is any progress. 

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