Setting Up Single-Agent Groups in Zendesk Talk
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.
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…
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.
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.
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
