Auto Answer / Auto Accept Feature in ZD Talk
It would be great if an "Auto Answer" feature will be added to ZD Talk. Currently, ZD Talk routes the calls to agents and prompts them if they want to "Answer" or "Decline". For a service center such as what we have, it is a must that all calls need to be answered 100% of the time. Therefore rendering the "Answer" or "Decline" option to be not needed.
This will also make way to ensure agents will not be avoiding calls and declining them by clicking on the decline button. Having an automatic "Accept" feature will ensure all our customers are attended to.
To check-in on the thread.
On Zendesk Talk enterprise plans "call offering time" limit can be decreased till 15 seconds, which means a call gets offered to an agent just for 15 seconds from the previous default of 30 seconds before overflowing other agents. More details are in this article. This may not solve all the issues but can help in decreasing the scope of the problem.
We do not have extending API requests for call answer (to script auto call answer) on the next 9 month roadmap.
UPDATE (3 Nov, 2022): Auto-answer functionality (either in-product or as new APIs) has not made into the roadmap yet. Will keep the community updated if situation changes.
I've upvoted this suggestion, although our use-case is a little different.
For some clients we have to answer 80% or 90% of the calls within 30 seconds. So the 30 second countdown is taking too long for us. So we would like to see two things:
- We would like to see the 30 second period to be configurable, so we can set it to 5 seconds or so.
- We would like to force the call to the agent when the timer expires.
I agree this should be a feature. In a call center environment, there should not be an instance where an agent declines a call for support. Is this something that can be turned on in ZD? Our requirement is that we have to answer our calls within 15 seconds. Since our agents are already online and available, it makes more sense to have the phone prompt them there is a call and auto answer rather than having the agent use their mouse to scroll over to the answer button. Having this option takes the chances of an erroneous decline out of the equation.
Thank you for your feedback.
We are looking at the possibility to decrease the time to answer the calls for Enterprise Edition. I understand this does not answer your specific requirement, but it can alleviate your issues.
Additionally, in the future, we could consider open APIs for the call answer so that an eventual "auto answer" could be simply scripted on your side, where needed.
Opening up the API sounds good! Would that also open up the possibilities to automatically setup an outbound call for an agent? There's a lot that can be automated on that end with a Zendesk app, when the API would allow it.
With kind regards,
Hey Zendesk team,
Is a feature like this on the product map? any updates on opening the API? We are finding a need for an autoanswer feature as well.
Would love to hear from you on this.
Thank you for the feedback!
We have captured the feedback. Unfortunately, it is currently not on the Roadmap. We will notify when we have something tangible to share.
Ditto on this request. Thanks.
Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience. It's more efficient for them than hunting for the answer button every time a call comes in.
100% agree. This should be a feature.
Definitely think this should be a feature also!!
This needs to get on the roadmap...
Very useful function to have auto answer in place. Would like to see this expedited.
This needs to be on the roadmap.
The quickest way to reduce average speed to answer is to take away the optionality of answering a call. If an agent is logged in and ready, they should get the call.
Hello, it would be great to have the auto-answer feature.
Standard of any support tools I have used in call centres in the past. This should be a added to roadmap. Its actually surprising to me that this is not already available or on a road map. Manual answering directly effects metrics like speed of answer and abandoned.
I'd love to see this feature added to individual line configurations as it's handy for some teams (but not everybody). For our teams with high call volumes, having it automatically answer would mean fewer calls missed or abandoned.
I'm shocked to find that not only is auto answer not currently available, but it's not even on the roadmap. If we can't set an auto answer, is there a way to ensure that when a call does come in the call button is quick to find and accept. Even my most efficient agents take close to 15 seconds to answer. Our abandon rate in the first 30 seconds is higher than our abandon rate at over 120 seconds.
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