Separate "Maximum queue size" per phone line
RespondidaThe setting "Maximum queue size" is currently a global setting, shared between all phone lines i Zendesk Talk. This is a huge trouble for us, since the queue is often full to our B2C line. When this happens, no one can get through to our B2B phone line.
We really need to be able to have separate setting for maximum queue size per phone line. That is, we would e.g. like to set max queue size to 20 for our B2C line, and let callers be disconnected when there are more than 20 in queue. But, during such periods it should still be possible to reach our B2B line, which might have 1-2 calls in queue. Seems like a reasonable feature.
Comment: It's also not desireable to set "Maximum queue size" to a very high number (which might allow calls to get through to our B2B line). Then, more callers than we can cope with are put in queue to our B2C lines. It would be better customer service if they were disconnected up front, when there are too many calls, than just having them sit in queue until "Maximum queue wait time" is reached and then be disconnected.
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Comentario oficial
Hi Tobias,
Thanks for the feedback.
We understand your frustration in not being able to separate the max queue size by phone number. One partial work around would be to have your busiest line set as a priority, also ensure that staffing on that line is adequate for the forecasted traffic to that number.
We will add your request to our product backlog for future consideration.
Thanks,
Joey
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