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Thomas de Silva
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by Thomas de Silva
Thomas de Silva commented,
Hi @...
It's a good suggestion!
In the meantime, I will suggest that you take a look at the User Data app
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
View comment · Posted Jan 07, 2020 · Thomas de Silva
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Thomas de Silva commented,
Hi Brandon.
This is a really good feature request!
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
View comment · Posted Oct 30, 2019 · Thomas de Silva
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Thomas de Silva commented,
Hi Jen.
Please click the link in my signature.
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
View comment · Posted Sep 26, 2019 · Thomas de Silva
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Thomas de Silva commented,
Minor correction.
If Agent are "Away" or "Wrap-up" the call stays in queue
View comment · Posted Aug 09, 2019 · Thomas de Silva
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Thomas de Silva created a post,
Hi Talk PM ;-)
Derived from this
We need an option where it's possible to re-offer calls to agents that have once ignored or declined a call before the call gets the voicemail or gets disconnected when the voicemail is disabled.
The following needs to be taken into consideration:
Is the maximum queue size exceeded?
Yes = voicemail offered/ call disconnected if voicemail is disabled
No= call gets offered to available agents again and call back message repeated if enabled
Is max call wait time exceeded
Yes = voicemail offered/ call disconnected if voicemail is disabled
No= call gets offered to available agents again and call back message repeated if enabled
This an essential function to accommodate most EU call centers. No customer wants to be sent to voicemail or disconnected without an option to wait for an available agent or be offered callback.
Please vote up if you find this usefull.
#helpsome regards,
Thomas de Silva
Zendesk Consultant @ helphouse.io
Posted Jul 31, 2019 · Thomas de Silva
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