I hope I'm not asking something that has already been answered however I've searched the knowledgeable and not found what I'm looking for.
We are considering using Talk. Our current phone system has the ability to have an "overflow queue". It works for us as follows:
* Our Tier 1 team is part of the main queue. We have 3 people on that queue at any time.
* This queue is a round-robin/Next Available Agent style queue.
* We have a group of 4 Tier 2 agents who are part of the Overflow queue, also a round robin queue.
* If a call comes in and nobody in the main queue is available the call gets bounced to the overflow queue.
In Q4 of last year we switched our model to this. Prior to that we simply had one extra person from the Tier 2 team log in to the main queue every day. Our abandon rate dropped from ~15% to 5% almost immediately. I would hate to give this format up if we move to Talk.
The question is, obviously, is this functionality available in Talk? If not, is there something similar? I saw the concept of an overflow phone number but that mentioned several times that it was available "...if voice mail was off..." but I'm not quite sure what that context is.
Any help from the Zendesk team or even another Zendesk user would be appreciated. I want to make this move pretty much NOW but I need to understand this better first.
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