최근 검색


최근 검색 없음

Option to pin the dialpad when on a phone call

답변함


image avatar

Aaron Doane

Zendesk Luminary

2024년 9월 05일에 게시됨

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

When an agent is calling out from Zendesk Talk, there are often additional menus that need to be navigated during the phone call, especially in a B2B environment. This requires the agent to re-open the dial pad to dial an extension, a department number, or navigate an IVR menu. It would save time if the agent had the option to pin the dial pad open while on a call. 

What problem do you see this solving? (1-2 sentences) 

This would save time and clicks for the agent and, overall, improve the agent experience. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

For a B2B organization, this is a daily occurance. Almost all businesses have dail by name directories or IVR menus that must be navigated when placing a phone call. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The user has to navigate to the dial pad and re-open it. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The dial pad should have an option to be pinned open for agents who may need to dial other things beyond initially dialing the phone number. 


0

1

댓글 1개

image avatar

Rohan Gupta

Zendesk Product Manager

Hi Aaron,

 

Thanks for feedback! We agree agent should not be spending more time than needed to interact with the call console while on outbound call. We will note the feedback in the backlog for future consideration.  

 

Thanks

Rohan

 

0


댓글을 남기려면 로그인하세요.

원하는 정보를 못 찾으셨나요?

새 게시물