Zendesk Talk - What position # am I in Queue?

8 Commentaires

  • Josh
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    +1

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  • Jesper
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    +1

    1
  • Jose Gonzales
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    Definitely +1
    Kristen has a great use-case. Additionally, average wait time tends to be misleading. Psychologically speaking, it might make sense since your caller is hearing a lower time that they will probably wait. On the contrary, when they wait longer they are going to be upset when they reach an agent. In other system we experimented with this quite a bit and found that customers who heard their position in queue were less likely to be upset because there was a clear expectation of where they were in "line." 

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  • Jason Smith
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    Has there been any thought about adding this functionality?  I hear my place in line a lot more frequently now than in the past.  I would much rather hear my place in line than average wait time.  There are too many things that can skew the wait time.

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  • Kasper B. Christensen
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    I can most certainly add our support to this as well. In our case this is embarassingly bad, as the average wait time message is ONLY in english. You can't even adjust it to your own language as you can with the textback/callback messages.

    We would however much prefer queue position to average wait time. Honestly, I cannot fathom that this has not been implemented yet. You already have the data on how many people are in queue, and we can define a max number for the queue, so why will you not offer queue position?

    It makes me so incredibly sad to see, that this issue was raised a year ago and no response has been given to it.

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  • Thomas de Silva
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    We have a lot of customers asking for this feature as well.

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  • Brent Royal
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    +1

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  • Matt
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    Please add this Feature! It helps to make for a happier customer when they understand their call is making progress as they wait.

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