Mattias Gillsten

Could someone from the Zendesk team provide an update on this issue?

We work with several smaller teams of 2-3 agents, and we need a way for them to take calls without waiting in case one agent is busy. 30 seconds is enough for us to start losing calls.

The round-robin system might fit most of your customers, but I don't see why that would prevent adding options for customer with different business models. 

We were planning to switch over to Zendesk Talk but unless there is a way this feature will be added or there is workaround that will not be a possibility.