Laura Davis

I completely agree, without such a basic process of re-trying agents more than once, Zendesk Talk is just not an option for us. What is the maximum queue time for if not to keep customers on hold whilst waiting for an agent to pass them to, rather than hanging up on them because 'we're busy'?

Zendesk Talk needs to have a similar process as Live Chat - re-trying the available agents more than once and then setting them to Away if unanswered so that the call can sit on hold until an agent is available again. There should also be a visible queue like Chat that can be picked up, should another agent be 'Away' or 'Transfer only' but able to grab it.

Can we have an update on what is being worked on and when it will be available please? I'm keen to bring in Zendesk Talk to unite all of our contact channels and improve efficiency for the team but will not sacrifice our customers' satisfaction and their overall  customer experience as a result.