We would need to modify the 30-second timeout before Talk starts ringing the next agent.

The current response time is too high for the caller in case an agent is occupied with something else.
Maybe in a perfect world this doesn't make sense, but in the real world of customer support it does.

Please lower the limit or make it changeable. This will decide to keep Zendesk or move-on to an alternative solution

The current waiting time is too long.