Overflow Queues

2 Comentarios

  • Gail L
    Zendesk Community Team

    Hi Jay,

    Thanks for reaching out!

    This wouldn't be something where we'd recommend the overflow feature in Zendesk for, that's more geared towards sending calls to outside services (like after hours answering services) . The set up you described is what we use group routing for in Talk. 

    You can enable more than group for routing in a phone numbers settings. So what you do is make Tier 1 the default group, but also enable the Tier 2 group for your number. That provides the secondary routing, because the default group members are routed calls first, but if there is no one in the default group available for a call the next enabled group is given the call. 

    The experience isn't exactly round robin, because what Talk looks at is availability and how long an agent has been available without a call. A new call coming in will route to the agent who has been online the longest without a call, or there's a queue waiting it will keep a call queued for an agent to become available up until the max wait time that is in place in your settings. If you do enable voicemail and both Tier 1 and Tier 2 are busy, then the call would route to voicemail when the max wait time was reached (or if the customer used a keypress to select voicemail).

    There's also an optional callback request feature that can also be used to offer customers an option to request a callback without staying on the line. When a customer uses that the agents see the callback request pop up when they next become available for a call. If your team was having a busy time that could be a good option to try.

    Hope that helps!

     

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  • Jay McCormack

    Hi Gail,

     

    Thanks for the detailed response. It looks like the short answer is "Yeah, we can do that" :)

    HOW we get it done is less of a concern than CAN we and it sounds like the scenario you suggest pretty much fits with what we need.

    Thanks again,

    Jay

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