Routing Zendesk Talk Calls to All Agents at Once
Can I route Zendesk Talk calls to all agents simultaneously?
No, Zendesk Talk does not support routing calls to all agents at once. Calls are routed to the agent who has been available the longest. If that agent is unavailable, the call moves to the next agent in line.
More related questions
Can I route Zendesk Talk calls to specific agents?
Zendesk Talk does not support routing calls to specific agents directly. Calls are routed using a round-robin cycle, prioritizing agents who have been available the longest since their last call. However, you can use group routing or IVR routing to…
How does Zendesk Talk's round-robin call routing work?
Zendesk Talk uses a round-robin system to route calls, prioritizing agents who have been available the longest since their last call. If an agent declines or misses a call, it moves to the next available agent. This ensures calls are distributed…
What are the options for routing calls to specific groups in Zendesk Talk?
You can use group routing or IVR routing to direct calls to specific groups in Zendesk Talk. Group routing allows calls to be directed to a predefined group of agents, while IVR routing uses menu options to route calls based on customer input.
Can I set up single-agent groups in Zendesk Talk?
Yes, you can create single-agent groups in Zendesk Talk to route calls to one agent. However, this may lead to a poor customer experience if the agent is unavailable, as calls will go to voicemail or end after a short wait.
How can I use omnichannel routing in Zendesk Talk?
Omnichannel routing in Zendesk Talk allows you to create unified agent statuses and direct calls, emails, and messages based on agent capacity and availability. This feature requires appropriate Explore permissions for monitoring live activity.
Is it possible to have a specific call routing order in Zendesk Talk?
While you can't set a specific order for call routing in Zendesk Talk, the system defaults to an alphabetical order for group routing. If a group is unavailable, the call will attempt the next group in line.
Can end users connect directly with a specific agent in Zendesk Talk?
Direct agent dialing is possible in Zendesk Talk by assigning unique numbers or extensions to agents. Alternatively, you can use IVR to route calls to specific agents. However, this may lead to uneven workloads and longer wait times if the agent is…
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