Daniel Baras

This is a good feature request Jeff, but if you have different agent shifts this might not work or you should complete it with something like this "the agent is not available at this time ...leave a message and you will be contacted shortly".

This should be a configurable setting. Let us decide if we want it as round robin or not.

Give us the option to adjust the 30 second waiting time to any inferior value if set as round robin and the let us decide the order of the agents if all available.  Using the IVR is a solution to order those agents per departments.

Twilio, the Zendesk provider for Voice (Talk), does not limit you on this as Freshdesk use the same provider and they offer that option. So? As I mentioned before it must be a commercial decision. We will see how correct this decision was if the clients will migrate to the competition.

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This is a must have functionality in order to reduce the waiting time and improve the customers experience.

By SLA we have 30 seconds to answer a call, so round-robin it's not an option... you can't even adjust the 30 second time to any inferior value ( let's say 10s).

This must have been a commercial decision, as we are charged for all the waiting time. More waiting time, more money to pay. Not even the welcome greeting or the IVR options are free.