How are calls routed in Talk - Frequently asked questions
Frequently asked questions
How does Zendesk Talk route incoming calls by default?
Zendesk Talk routes incoming calls to agents based on who has been available the longest since their last call. This ensures that calls are distributed evenly among agents. If an agent misses or declines a call, it is routed to the next available…
What happens if an agent misses a call in Zendesk Talk?
If an agent misses or declines a call in Zendesk Talk, the call is automatically routed to the next available agent. This process continues until the call is answered or all agents have missed or declined the call, at which point it is sent to…
Can I adjust the call offering time limit in Zendesk Talk?
Yes, if you are a Talk Enterprise customer, you can adjust the call offering time limit. By default, the time before a call is routed from one agent to the next is set to 30 seconds. Adjusting this setting can help tailor the call routing process…
How does omnichannel routing affect call distribution in Zendesk Talk?
When omnichannel routing is enabled in Zendesk Talk, calls are routed differently. Calls are only directed to agents who have the permission to receive them, and you can add tags from specific IVR key presses into each ticket. This allows for a…
What happens if a caller exceeds the maximum queue wait time in Zendesk Talk?
If a caller exceeds the maximum queue wait time set in your Zendesk Talk account settings, the call may be routed to voicemail before being offered to all agents. This setting helps manage call queues and ensures that customers are not left waiting…
Can Zendesk Talk route calls to all agents simultaneously?
No, Zendesk Talk does not route calls to all agents at the same time. Calls are routed based on the longest time elapsed since an agent last answered a call. This round-robin cycle ensures that calls are distributed fairly among agents, rather than…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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