Routing Incoming Calls to Agents - Frequently asked questions
Frequently asked questions
How can I route incoming calls to specific agent groups in Zendesk Talk?
You can easily route incoming calls to specific agent groups in Zendesk Talk by configuring the settings in the Admin Center. To do this, navigate to the Admin Center, click on Channels in the sidebar, then select Talk and email > Talk. From…
Can I prioritize calls from a specific line in Zendesk Talk?
Yes, you can prioritize calls from a specific line in Zendesk Talk. To make calls from a certain line a priority, you can configure your routing settings to ensure that calls from that line are handled first. This can be particularly useful if…
How does group routing work when multiple groups are selected in Zendesk Talk?
When multiple groups are selected for call routing in Zendesk Talk, calls are first routed to the default group if agents in that group are available. If no agents from the default group are available, the calls are then routed to all…
Is it possible to route calls based on the organization in Zendesk Talk?
Currently, Zendesk Talk does not support routing calls based on the organization. While you can route calls to specific groups, the feature to route calls based on the organization of the caller is not available at the moment. However, feedback…
Can I use omnichannel routing to route calls to multiple groups in Zendesk Talk?
Yes, you can use omnichannel routing to route calls to multiple groups in Zendesk Talk by creating custom omnichannel routing queues. With the standard omnichannel routing configuration, calls can only be routed to a single group. However, if you…
How can I handle missed or abandoned call tickets in Zendesk Talk?
Missed or abandoned call tickets in Zendesk Talk are typically assigned to the default group. If you want to assign these tickets to a different group, you may need to adjust your routing settings or use triggers to reassign the tickets based on…
Can I route text messages to different groups in Zendesk Talk?
Yes, you can route text messages to different groups in Zendesk Talk by configuring the Text functionality settings for each line. To do this, navigate to the Admin Center, select Channels, then Text, and choose the line you want to configure….
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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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