Robert Lehman

Has there been any technological advances in area, recently?

We do experience extremely large call queues.  Recently, the queues have gotten to the point that our Callback Queue is so backed up that for the first time in 2.5 years since we started w/ Zendesk, the 60 minute timer has started to expire for several customers.

As it takes some time to train and scale up to meet this challenge, because we are sometimes unable to get in the callbacks before the timer expires, it is even more difficult to handle tickets resulting from the timer expiration. 

It would be excellent if we could manually adjust those timers to extend the time, or even set them to give the callback priority at the beginning of the next business day. 

Would this be a heavy lift at the Zendesk Professional level for those using Zendesk Suites??

We have recently expanded our IVR routing to send support calls to specific agents based on the potential subject of the call. 

While our customers are in each queue we wanted to be able to play a specific 'wait' greeting for each individual route with messaging specific to the subject of that IVR (e.g. provide upsell offers on an IVR routed to the sales department). 

However, it appears that we can only use 1 'Wait' greeting per Line.  

The option of forwarding each call to a separate number in the IVR and having a different 'wait' greeting for each forwarded number is not financially viable.

Have there been any other inquiries requesting to be able to assign 'wait' greetings to a specific IVR route on the same Line.

As each IVR Route can be assigned a different greeting to be played before the caller enters the queue, it would seem that being able to assign a different 'wait' message to each IVR Route would not be too difficult.

Thanks.

I have an IVR set up so with our Press1 and Press3 routing into the same Group.

We thought it might be nice to be able to prioritize calls from one route over another route as they flow into the same Group's queue. 

I was wondering if this is something that could be easily developed?

Hi. 

I would also like to know if there is any possibility of having smaller intervals, or the ability to customize the intervals in my business hours?

Smaller increments, say 10 minutes, would be very helpful.