Dave Petersen🗯

This is something that needs to be addressed. There are other posts on this forum that go back over 2 years talking about this. Over 2 years ago this was a "high priority" and "top of the list" Now when there is a request for an update, the requests are met with "workarounds" and market place apps. No. being able to have a round robin like setup for calls is a BASIC call center feature. Call gets routed to agent A, if they don't pick up the call goes to Agent B, if they don't pick up, it goes back to Agent A. This method is fair to the agents and fair to the customers.

Currently with Zendesk the call will go to Agent A. If they don't pick up, it goes to Agent B. If they don't pick up, the customer goes back into the hold queue. There, the customer sits until they either get tired of waiting and hang up, or until the queue time expires.

How, in ANYONE's right mind, is that a GOOD customer experience? This issue needs to be reintroduced to the zendesk development team, and should be worked as a high priority. As I have stated, this is BASIC for a lot of other service desk platforms. Until it becomes a feature for Zendesk, I will not be recommending it to any company looking for a service desk platform for a call center.