Max Queue Wait Time Ignored - Frequently asked questions
Discover when Zendesk's maximum queue wait time is ignored. Explore FAQs addressing common concerns and scenarios related to queue management in Zendesk.
Frequently asked questions
When is the maximum queue wait time ignored in Zendesk Talk?
The maximum queue wait time is ignored during call transfers. When a call is transferred to another agent or agent group, the end user is placed on hold until an agent accepts the call. If the call is transferred to a group and all agents ignore…
What happens if all agents ignore a transferred call in Zendesk Talk?
If all agents in a group ignore a transferred call, Zendesk Talk routes the call to voicemail. This prevents the caller from being left on hold indefinitely. This feature ensures that even if no agents are available to take the call, the caller…
Why might a customer be left on hold indefinitely in Zendesk Talk?
A customer might be left on hold indefinitely if a call is transferred and no agents are available to accept it. This can happen if the only agent goes offline before the call is answered. To prevent this, ensure that there are always available…
How can Zendesk Talk handle calls when all agents are offline?
Zendesk Talk can handle calls by routing them to voicemail if all agents are offline. This ensures that customers are not left waiting indefinitely. By configuring your system to detect when all agents are unavailable, you can automatically…
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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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