Rohan Gupta

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...

• View comment
• 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...

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

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...

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

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 

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

1. Community
2. Feedback - Voice (Talk)
3. Fix routing of calls for agents that miss or decline

Hello everyone, Thanks for reaching out! At the moment, if a call is offered to an agent and the agent misses or declines, the same call will not be offered to the same agent again.  We are activel...

• View comment
• Rohan Gupta
• Created April 20, 2022 08:40
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Outbound Greeting prior to perspective caller connecting with agent

Hi Ray,Thanks for reaching out!This is not something we are considering right now.We have added this to our backlog for consideration in a future release. Thanks, Rohan

• View comment
• Rohan Gupta
• Created March 16, 2022 10:01
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk Outbound Features Needed

Hello everyone, Thank you for reaching out. We hear you and we do care about the feedback we receive from the community.  The suggestions here are much appreciated and some will be addressed. Below...

• View comment
• Rohan Gupta
• Created March 16, 2022 09:53
• 0 votes

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

Hi Ian, Thanks for the feedback! We do not have this functionality on our roadmap. Our current thinking is to deal it in an Omni-channel way rather than just making the improvement for Talk. We are...

• View comment
• Rohan Gupta
• Created February 23, 2022 09:39
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Pop up window appearing when incoming call , showing extra info for agents for that brand

Hi Brecht, Thanks for the feedback! This functionality is not in our roadmap at the moment. We will put it in the backlog for future consideration. Thanks Rohan

• View comment
• Rohan Gupta
• Created February 23, 2022 09:17
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Digital calls, priorities calls routing

Hi Gerardo, When all agents are on call, the incoming call should wait in the queue till either maximum queue waiting time expires or an agent becomes available. In the case you have described, if ...

• View comment
• Rohan Gupta
• Created February 16, 2022 08:49
• 0 votes