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Allow Talk IVRs to route to Skills rather than groups

Answered


Posted Jan 12, 2024

First off - I know that this can be done with omnichannel routing. For a multitude of reasons, omnichannel routing is not viable for our company. 

However, I do still feel that Talk itself could benefit from overhauling the routing currently available on IVR menus. 

Our company supports 8 languages, but not all of our agents speak each language. In order to support Talk, we now have a different group for each language, and we use these groups in the IVR to route to the appropriate agents. The purpose of these groups is solely for Talk, meaning we have extraneous group configuration that's not really necessary. 

It would simplify our Talk workflows and backend configuration if rather than relying on Groups to route to agents in the IVR, we could use Skills themselves to route to the agents who speak the appropriate language. 


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Official

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Rohan Gupta

Zendesk Product Manager

Hi Kate,

Thanks for the feedback!

We understand the pain of maintaining a group for each language, but as you are already aware we have solved this pain when using Omnichannel routing. Skills and priority based routing are tied to Omnichannel routing and cannot be used when using native Talk routing. We currently don't have plans to add this to Native Talk routing. 

If possible, can you highlight the hurdles which are preventing you from switching to omnichannel routing? it will help us in planning the backlog. There are many interesting functionalities getting developed for omnichannel routing. 

Just adding a link about omnichannel routing.

Thanks

Rohan

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Shawna James

Community Product Feedback Specialist

Hey Kate, 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!

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