Zendesk Talk: Call Routing more than once

Respondida

9 Comentarios

  • Thomas de Silva

    Hi Cameron.

     

    Yes it should be possible. What are your current maximum queue size, maximum queue wait time, and are voicemail enabled during worktime schedule? Do you need voicemail to be offered during worktime schedule?

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    0
  • Cameron Henry

    Currently our maximum queue size is 5 callers and max call wait time is 5 minutes. 

    As for voicemails, they are enabled and need to be, but not necessarily for this phone number.

    0
  • Thomas de Silva

    Ok. I would suggest turning the voicemail of on this number during work hours, set up the maximum wait time and possibly also the queue size. The the calls will loop. You could also enable callback.

    Let me know if this will work for you

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    0
  • Sebastiaan Wijchers
    Community Moderator

    Hello Cameron and Thomas,

    I thought that Zendesk Talk doesn't offer a call to an agent that refused or missed the same call earlier. So when you have 3 agents online (and available) that all refused or missed the call, the caller will be stuck in the queue, unless a new agent comes online.

    I like Thomas' suggestion about callback, definitely worth a try. Might take a little more time for your agents (but less than voicemail I'd say) and offers a better experience for your customer.

    With kind regards,

    Sebastiaan
    Sparkly ⭐

    0
  • Thomas de Silva

    Hi Sebastian.

     

    Maybe you are right. According to this article, the call would just go to voicemail, but what if voicemail and callback are disabled? I would make no sense that calls just stays in the queue and available agents are not able to answer them?

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    0
  • Thomas de Silva

    I've just done some testing.

    #1

    Voicemail disabled

    Callback disabled

    2 agents online

    Incoming call react as follows:

    Call goes to agent 1, is ignored

    Call goes to agent 2, is ignored

    Call gets "no available agents" message and is disconnected

    #2

    Voicemail disabled

    Callback enabled

    2 agents online

    Incoming call react as follows:

    Call gets "callback message with press 2 option"

    Call goes to agent 1, is ignored

    Call goes to agent 2, is ignored

    Call gets "no available agents" message and is disconnected

    So neither of the solutions a proposed works...

    I've created this post for the Talk PM to look into.

    Please go and vote :-)

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

     

     

    2
  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to jump in here Sebastiaan and Thomas :) I'll pass the feedback post along to the appropriate team!

    0
  • Cameron Henry

    Confirmed Thomas' findings as well.

    0
  • Travis Tubbs

    Not having this option is really frustrating and leads to a bad experience for both the customer (who then has to wait for possibly a long time) and our agents (who want to help by can't).

    Seeing a call waiting on our wallboard while there is an agent available and online is very aggravating.

    If anyone has developed a workaround to this, I'd love to hear it.

     

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk