When is Zendesk Talk's max queue wait time ignored?
Learn when Zendesk Talk ignores the maximum queue wait time, especially during call transfers to agents or groups.
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 it, the call is routed to voicemail. This ensures that the caller is not left on hold indefinitely. For more details, you can check out theZendesk Talk settings.
More related questions
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 can…
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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