In past call center services we've used, the wait time reports also took into consideration how long the voicemail waited before getting a callback. So wait time reports were truly inclusive of live wait time and voicemail wait time to receive a callback. In addition the call center software treated a callback and voicemail as one in the same. So the caller could leave a callback/voicemail which would hold their place in the queue. So when an agent became available, the callback/voicemail was given to them to act on. In Zendesk it seems that a callback is just a phone number waiting in the queue, so when the agent becomes available, they don't know what the call is about so they cannot prepare. And a voicemail just becomes a ticket which now relies on agents to manually go and check on.
It would be great if ZD would provide the option for a callback and voicemail be one in the same and waiting in the queue. Then also wait time reports would be all inclusive. Thanks
