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Kem Collin Agnabo's Avatar

Kem Collin Agnabo

Joined Apr 14, 2021

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Last activity Oct 25, 2023

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ACTIVITY OVERVIEW

Latest activity by Kem Collin Agnabo

Kem Collin Agnabo created an article,

ArticleHelp with voice

Question

Is it possible for an agent to call another agent using Talk?

Answer

Agent to agent calling is not currently available with Talk. The only time agents are able to talk to each other on Talk is when adding a third-party to a conference call or transferring a call to another agent. For more information, see the articles: Adding a third-party to a conference call and Transferring calls.

Edited Mar 11, 2024 · Kem Collin Agnabo

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Kem Collin Agnabo commented,

CommentManaging Talk

Hi Chris,

Agents do not have the visibility on how calls came in, what options are pressed in the IVR.
Even Admins won't know the live transition of calls routed to an agent but Zendesk Talk follows the IVR or the configuration set in the Talk settings. To know how calls are routed to agents, you may read it here: How are calls routed to my agents in Zendesk Talk?

View comment · Posted Sep 01, 2021 · Kem Collin Agnabo

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Kem Collin Agnabo commented,

Community comment Q&A - Talk and text

Hi Brian,

I'm sorry you're having trouble with your calls. Have you had a chance to go through our Talk Troubleshooting Guide? That should help you narrow down the issue. If you're still not able to resolve it, you may need to submit a ticket so our support team can do detailed troubleshooting with you!

View comment · Posted Aug 09, 2021 · Kem Collin Agnabo

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Kem Collin Agnabo commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Emily,

When a ticket is solved for less than 4 days, it will reopen the ticket once the end-user replies back in the same ticket. If you wish to manage the tickets that reopen when the agent is not available, I suggest that you use the Out of the Office App and integrate it into your Support. The app displays the availability status of the agent assigned to tickets in Zendesk Support. The app prevents tickets from being accidentally assigned to an agent who is unavailable. When this occurs, a pop-up notification is displayed to the agent.

When a pending, on-hold or solve ticket is reopened by an end-user and the assignee is unavailable, a trigger fires that returns the ticket to the unassigned ticket queue.

You may install this app by going into the marketplace or click: https://www.zendesk.com/apps/support/out-of-office/

I hope this helps! Please let me know if you have questions.

View comment · Posted Jun 25, 2021 · Kem Collin Agnabo

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