Handling Incoming Calls When Agents Are Busy in Zendesk
What happens to incoming calls if all agents are busy in Zendesk?
Incoming calls can be routed to voicemail or placed in a queue if all agents are busy.
When all agents are occupied with calls, the handling of incoming calls depends on your Zendesk configuration. Options include routing the call to voicemail, placing the caller in a queue, or allowing them to leave a callback number. It's important to review your settings to ensure a seamless experience for callers. For further assistance, you can reach out to Zendesk support.
More related questions
How do I accept an incoming call in Zendesk?
To accept an incoming call in Zendesk, simply click 'Accept' in the call console. When you're online in Zendesk and receive a call, a call console will appear in the upper-right corner of the Support page. You'll hear a ringtone, which cannot be…
What happens if I don't answer a call in Zendesk within 30 seconds?
If you don't answer a call within 30 seconds, the call is placed back in the queue. When a call is not answered within 30 seconds, a greeting is played to inform the customer that they are in a queue. If the greeting lasts 20 seconds, the customer…
Can I change the ringtone for incoming calls in Zendesk?
Unfortunately, you cannot change the ringtone for incoming calls in Zendesk. The ringtone you hear when receiving a call in Zendesk is fixed and cannot be customized. This is designed to ensure consistency across the platform. If you have any…
How are calls routed to agents in Zendesk?
Calls in Zendesk are routed to the next available agent based on availability. Zendesk routes calls to agents one at a time, serving them to the agent who has been available the longest. This round-robin method ensures that calls are distributed…
Can I use a headset to answer calls in Zendesk?
Currently, you cannot use a headset to answer calls directly in Zendesk. To answer a call in Zendesk Talk, you must click the 'Accept' button in the call console on your screen. There is no option to use a headphone or remote button to answer…
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