Rohan Gupta

Official comment

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Coming soon: Calls in omnichannel routing

Hi Everyone, I am here with some good news!! Hope you all are equally excited as I am! The new experience will be available in the next few weeks, exact dates will be confirmed in the next few days...

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• Rohan Gupta
• Created September 22, 2022 18:01
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Coming soon in GA: Understanding changes between existing Talk functionality and omnichannel routing

Hello Everyone, Hope you all are keeping well! I have published an update to this article, including an additional change for the initial release. Description: If all agents are offline or transfer...

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• Rohan Gupta
• Created September 02, 2022 14:29
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Outbound call to short code numbers

Hi Jaimin, Thanks for the feedback! At this time, the request to support outbound calling to short code phone numbers is not on the roadmap. We are noting this in our backlog for future considerati...

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• Rohan Gupta
• Edited August 31, 2022 08:28
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Coming soon in GA: Understanding the call flow for Talk in omnichannel routing

Hi Lauren, Thanks for the question! Yes your understanding is correct, at the moment capacity is structured on a per channel basis which means an agent serving an active messaging or email conversa...

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• Rohan Gupta
• Created August 29, 2022 10:32
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk Organize/Filter Outbound Lines

Hi everyone, Thanks for all the feedback on this post! We hear you and recognise that line management during outbound calling can become a hassle especially when agents need to constantly switch li...

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• Rohan Gupta
• Created August 03, 2022 08:00
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Coming soon in GA: Understanding changes between existing Talk functionality and omnichannel routing

Hi Shayan, Thanks for reaching out! Below are the answers to your questions- Do I understand the first point in that it is only possible to have a single group for Talk routing overall? Or is it r...

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• Rohan Gupta
• Created July 18, 2022 10:07
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Queue Position number

Hi Rosie, Thanks for reaching out! For the clarification on your post referring "2 minutes option". Are you referring to the play of "average wait time greeting" which is only when the average wait...

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• Rohan Gupta
• Created May 04, 2022 08:47
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Agent forwarding is limited to one phone number.

Hi James, Thanks for the feedback! We do not have this functionality on our roadmap. We are adding it to the backlog for future consideration.  A potential workaround for this problem can be to use...

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• Rohan Gupta
• Created May 04, 2022 08:34
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk Console

Hi Andreas, Thanks for the feedback! Unfortunately, this is not possible at the moment. We are adding it to the backlog for future consideration. Thanks Rohan 

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• Rohan Gupta
• Created May 04, 2022 08:19
• 0 votes