• Comentario oficial

  Sean Chuang

  • 3 de mayo de 2023 08:42
  • Editado

  Zendesk Product Manager

  May 03, 2023 Update!!!

  Hello,

  Here's the basics on our soon to be rolled out 'auto-assign'.

  1. Call comes in --> agent is connected to caller after a configurable period of time by you (e.g., 10 seconds).

  2. Timeframe: 2nd part of 2023. 

  ----------------

  Hello,

  Thank you for your question. At this time we have hunt group feature in our long term roadmap so it is not something we are working on this year. We are looking to develop an 'auto assign' feature this year; this could cut down on caller wait time and maximize your small team's productivity. 

  Thank,

  Sean

• Yasmin

  • 26 de abril de 2023 08:53

  Hi Sean

  Thank you for your reply. 

  How will the auto-assign feature work and is there a timeframe for when this year it is likely to go live?

  We don't currently use talk due to missing features and therefore we take calls externally. However, I am keen to move over, so would like to test again once this feature is live to see if this works for us. 

  Thanks

  Yas

• Sean Chuang

  • 3 de mayo de 2023 08:40

  Zendesk Product Manager

  Hello Yasmin,

  Here's the basics on our soon to be rolled out 'auto-assign'.

  1. Call comes in --> agent is connected to caller after a configurable period of time by you (e.g., 10 seconds).

  2. Timeframe: 2nd part of 2023. 

  May i ask what other missing features you are looking for? We would love for you to move over to Talk.

• Yasmin

  • 3 de mayo de 2023 09:03

  Hi Sean,

  Thank you for explaining

  Sadly, I don think this will solve our problem. The only thing that will work for us is your future 'Hunt group' feature which calls everyone at the same time. 

  As a small team, we recognise numbers calling us and sometimes certain members of the team will take the call based on that. We also have other members of the team who support with calls as and when needed, but not all the time. I wouldn't want to keep changing their group or have them in a second call group. We also do a lot of admin and physical tasks and therefore, although the team member will be online, it might be more convenient for someone else to take the call in that moment. 

  Based on those reasons, I will hold out for the hunt group feature and hope it makes it into plans soon. I would really love to move to talk at some point, but I think at the moment Talk is more catered to larger operations. 

  I hope that helps explain. 

  Thanks

  Yas

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