Handling Calls When Agents Are Offline or Away in Zendesk
What happens if all agents are offline or away in Zendesk Talk?
If all agents are offline in Zendesk Talk, incoming calls are automatically routed to voicemail. This ensures that no calls are missed even when no agents are available.
However, if all agents are marked as away, the calls will continue to be queued. The behavior of the queue depends on the maximum queue size and maximum queue wait time settings configured by your administrator.
More related questions
How do I set my Talk agent state in Zendesk?
You can easily set your Talk agent state directly from the ticket interface in Zendesk. To do this, click the Talk button on the right side of the toolbar and select an agent state from the drop-down menu in the Talk console. The available states…
How can I receive calls in the Zendesk Agent Workspace?
Receiving calls in the Zendesk Agent Workspace is straightforward. When you're online and receive a call, the call console will pop up in the upper-right corner of the Support page. To answer, simply click 'Accept'. Once accepted, the call is…
How do I make outbound calls from a ticket in Zendesk?
Making outbound calls from a ticket in Zendesk is a breeze. First, select the ticket you want to use to call the requester. Then, open the channel menu in the composer and click 'Call'. You can choose an existing telephone number or enter a new one…
Are there any limitations to using Talk in the Zendesk Agent Workspace?
Good news! There are no limitations when using Talk in the Zendesk Agent Workspace. The workspace supports all features available in the Talk console, along with all talk management and reporting options. This means you can fully utilize Talk's…
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