Rohan Gupta

1. Support
2. ...
3. Ticket automation and collaboration
4. About omnichannel routing with unified agent status

Thanks Eduardo Escobar for the feedback, currently only live calls from Talk persective are routed via the omnichannel routing engine. Voicemails, abandoned calls or post call tickets assigned to a...

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• Rohan Gupta
• Created March 23, 2023 12:37
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Call Routing to Agents more than once

Hello everyone, We recently released the functionality to use Calls in Omnichannel Routing. Functionality to offer the calls to the agents more than once if the agent has declined the call earlier ...

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• Rohan Gupta
• Edited March 07, 2023 15:03
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Allow option to block calls from Unknown Callers

Hi Stephen, There might be a couple of options here -  The first one is if you are using omnichannel routing, you can setup a trigger to route the call coming from an unknown caller to an empty gro...

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• Rohan Gupta
• Edited March 01, 2023 10:00
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Custom permission levels in Talk

Hi Shona, Thanks for posting the feedback! We have granular agent permissions in our blacklog but not in the short term roadmap. It will be nice to know which functionalities you would like to open...

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• Rohan Gupta
• Edited March 01, 2023 09:59
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Understanding the call flow for Talk in omnichannel routing - Rollout Complete

Hi Lauren, Hi Trudy, Hope you are keeping well! We understand the pain of missing Focus mode. The good news is focus mode functionality is on the roadmap to be implemented in the omnichannel world....

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• Rohan Gupta
• Created February 20, 2023 18:06
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. How do I see callers waiting in the phone queue by using support views? - Rollout Complete

Hi Everyone, As the functionality is GA and completely rolled out. We will soon be archiving and closing this post comments.  Talk calls will be routed by the omnichannel routing engine for the Cus...

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• Rohan Gupta
• Created February 20, 2023 17:45
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Understanding changes between existing Talk functionality and omnichannel routing - Rollout Complete

Hi Everyone, As the functionality is GA and completely rolled out. We will soon be archiving and closing this post comments.  Talk calls will be routed by the omnichannel routing engine for the Cus...

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• Rohan Gupta
• Created February 20, 2023 17:45
• 0 votes

1. Community
2. Zendesk Beta - Omnichannel routing and agent status
3. Calls in omnichannel routing - Rollout Complete

Hi Everyone, As the functionality is GA and completely rolled out. We will soon be archiving and closing this post comments.  Talk calls will be routed by the omnichannel routing engine for the Cus...

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• Rohan Gupta
• Created February 20, 2023 17:43
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Agent Auto Log-Off

Hi Rina, Apologies for you have to create a new post here. We do keep on updating the posts with recent comments even if it was answered. Thanks for patiently waiting. We have recently launched Idl...

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• Rohan Gupta
• Created January 25, 2023 12:56
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Auto Log Off Agents

Hi Everyone, Thanks for patiently waiting, I am here with a some good news! We have recently launched Idle timeout functionality for Omnichannel Routing.  In summary, With idle timeout, you can cau...

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• Rohan Gupta
• Edited January 25, 2023 12:35
• 0 votes