Allow visibility into the phone queue

13 Comentarios

  • Comentario oficial
    Neil Weldon
    Zendesk Product Manager

    Hi Dylan, 

    Thanks for your feedback. We recognise the need for more granular information on the calls in the queue. Over the next while you will see changes in the product as we iterate to a new approach for how we are routing the calls (and other work items) and making available the details you are looking for. We will be working with our colleagues in Explore on how these are visualised across all channels as part of the Realtime dashboards.

    As a starting point we will be looking to create a ticket for each call as it comes in. These tickets will be available for you see in Views as well as being available for configured triggers you may setup. We'll allow these triggers to influence the routing of the calls - such as changing groups assignments and priority. 

    We do have some exciting features in progress in Engineering. Watch out for the Early access programs we'll be looking to open up during Q4. 

    Thanks

    Neil 

     

  • Josh

    +1

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  • Donnie Byrd

    I agree, this would be very useful.  We had this in our old system and have grown very accustomed to it. 

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  • Andrew Chu

    Following up on this. Agree with OP that the non-specificity of the Talk Dashboard makes a huge blindspot for this product.

    Really look forward to newly improved functions for this tool from Zendesk team

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  • Shaun Murray

    Hello Neil Weldon. Do you possibly have an update on the timeline for these changes? We are to the point of looking for a new phone provider because of several problems with Talk, but this update you mention may fix many of the problems we have.

    1
  • Alfredo Navarro

    Hello,

    This is definitely a very important topic for any call center implementation with Zendesk Talk. I did hear already some complaints from our Team Leads of the call center that they do not have enough information about those calls that are staying in the queue (e.g. how long, in which queue / group they are waiting, etc.). I am not sure if Explore is the correct solution here and also if it makes sense to create tickets for every single incoming call (e.g. in our case, we do not want to have unnecessary tickets of calls that did not go through or dropped while in the queue or IVR). In addition, it could be great to have all this detailed information as part of the API.

    Thanks and regards, Alfredo

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  • Neil Weldon
    Zendesk Product Manager

    Hi Shaun Murray,

    The work for this is in progress and will become available as an early access in May. This is part of a larger initiatives around routing, reporting and agent presence, state, capacity and workloads. Today we have the Early access program for routing improvements for Support and Messaging. The voice channel with join them as soon as that work is complete. We are also about to launch an Early access program for Unified agent statuses - bringing in custom statuses and allowing an agent to control their state across all channels from the one place. 

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  • Shaun Murray

    Thank you for the update Neil!

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  • Rina

    Following for new updates coming in May 2022, thanks Neil Weldon

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  • Rina

    May is just around the corner, hoping to hear news shortly - have a great weekend all and to you Neil Weldon

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  • Al Hafiz

    Hello! Would like to check if there is a feature for the end-user to identify their position in the talk queue. 

    For example, a feature allows users to know there are other 2 callers in the queue in front of them.

    At the moment, there is only an internal feature for setting the maximum queue size and queue waiting time.

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  • Rudolph Beaton

    Neil Weldon - Hi there! Any update specifically on the ability of great visibility into the call queue?

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  • Neil Weldon
    Zendesk Product Manager

    Sorry for the delay in updating on this. We have made a decision that we will not be pushing this into EAP and but will be making it available as part of a broader GA in September alongside the new Omnichannel routing capabilities and the Unified Agent Status (custom statuses and allowing an agent to control their state across all channels from the one place.) All of these items are interconnected but rest assured we have already made great progress on this work.

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