David W Test

We have a very similar issue here. We have ten talk agents supporting two countries so notice these calls that sit in a constant loop when the call is missed. In addition to this issue, often the call is missed because the agent isn't able to accept the call / press accept. Whether this is a browser issue or a Zendesk issue, we've been unable to resolve it with Zendesk.

So, because of the fact we're unable to accept the call in some cases, the call never being re-offered to the agent even though they're in status available, the call will sit there until the caller hangs up. The only other workaround we have managed to come up with is to add a support agent from a different team to the group where the call is in a loop. Not exactly the most efficient way to manage this. 

I'm hopeful Zendesk can change this workflow allowing calls to be re-offered. I'd also like to hear if there are similar experiences out there and whether someone has found a suitable workaround.

@... +1, we're having the exact same issue and organise queues by SLA for the same reason. I'd be interested to hear how many others have a similar issue. Additionally, I cannot understand why Zendesk doesn't support any other options to sort a queue if your workflow is based on first in, first out.