Amy Elitzer

Similar to this question, but I have an agent who I want to always answer calls from the Spanish group, but only sometimes answer calls from the English group.

Is there any workaround for this? 

Yes, this is extremely helpful and very likely what was going on.

To confirm, if one agent is on a 45 minute call, for example, we would not receive the call back request ticket for 45 minutes until that agent has been served the callback request or declined it?

If so, is there any plan to change this to exclude agents in an "on call" status?

Thank you so much!

Yes I am having a very different experience. It is taking a full hour after all the agents declined or don't answer.

I was told by support that this is intended functionality. I spoke to Evelyne about it as we were troubleshooting other Talk issues. It also reads this way in the instructions - "If it's not actioned within 60 minutes of it being requested, it will be removed from the queue and a Zendesk Support ticket with the subject Callback is created for the agent to action later."

We definitely need it to appear immediately like it used to!

My understanding of the way the call back feature works is that the call back request rings through to all available agents and if no one answers, the call back ticket is not created for another 60 minutes.

Is anyone aware of an add on that provides this call back ticket information more quickly to the agents? This functionality used to exist within ZD but it does not anymore.

Our agents are managing both chat and calls at the same time are not always able to answer when it rings through. However, we can't build in an hour delay to complete the call back. 

Any other advice on good Zendesk Talk add ons would be much appreciated!