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Amy Elitzer

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Latest activity by Amy Elitzer
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    Amy Elitzer commented,

    1. Community
    2. Feedback - Voice (Talk)
    3. Online for certain groups only

    Similar to this question, but I have an agent who I want to always answer calls from the Spanish group, but only sometimes answer calls from the English group. Is there any workaround for this? 

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    • Amy Elitzer
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    Amy Elitzer commented,

    1. Community
    2. Zendesk Suite Q&A
    3. Call Back Feature

    Yes, this is extremely helpful and very likely what was going on. To confirm, if one agent is on a 45 minute call, for example, we would not receive the call back request ticket for 45 minutes unti...

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    Amy Elitzer commented,

    1. Community
    2. Zendesk Suite Q&A
    3. Call Back Feature

    Yes I am having a very different experience. It is taking a full hour after all the agents declined or don't answer. I was told by support that this is intended functionality. I spoke to Evelyne ab...

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    • Amy Elitzer
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    Amy Elitzer created a post,

    Call Back Feature

    Answered
    1. Community
    2. Zendesk Suite Q&A

    My understanding of the way the call back feature works is that the call back request rings through to all available agents and if no one answers, the call back ticket is not created for another 60...

    • Amy Elitzer
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    • 1 vote