Add simultaneous calling | The place for Zendesk users to come together and share
Skip to main content
Accepted

Add simultaneous calling

Related products:Voice
  • August 8, 2023
  • 5 replies
  • 17 views
Mathias11

Hi team,

I would like to suggest adding simultaneous calling af a feature in talk, so the caller rings to every available agent in a group at the same time for the entire queue time that is set.

We've noticed a large decrease in average waiting time for our customers who call us since we implemented this some months ago.
This could be the thing that keeps us from using Talk/Voice and if we feel this way other interested companies might feel the same way.

    5 replies

    S
    • Sean41Employee
    • Employee
    • August 9, 2023

    Update: 19 March, 2025


    Update: The functionality is still in the backlog but not on the roadmap for 2025, and will be reconsidered from a planning point of view for 2026. 

    Hello,

    Thanks for your question. Broadcast mode is currently on the roadmap for 2024 development. 

    In the meantime, in 2023 we are working on queues with omnichannel routing that would enable calls to be routed to multiple groups in the event the primary group can't answer the call, decreasing the average wait time. That capability combined with the ability to set skills to answer a specific set of questions will further decrease average wait time. 

    Thanks,

    Sean

    Mathias11
    • Mathias11
    • Author
    • August 10, 2023

    Hi Sean,

    Thanks for the reply I will look forward to hearing about Broadcast mode.
    Also thanks for the suggestion, we uinfortunatly do not have enough agents to be able to do omnichannel.

    S
    • Sean41Employee
    • Employee
    • August 16, 2023

    Hi,

    Hope you are well. We encourage you to consider moving to Omnichannel because routing improvements will continue to come via that feature. Lastly, to take advantage of Omnichannel routing, the number of agents is not a factor. See here for more info. 

    p.s., it's free.

    Eric22
    • Eric22
    • March 14, 2025

    Any update on Broadcast mode?

     

    The inability of having simultaneous ring to all online agents in a group is causing us to reevaluate using ZD Talk.

    Rohan Gupta
    • Rohan GuptaProduct Manager
    • Product Manager
    • March 19, 2025

    Hi Eric,

     

    Update: The functionality is still in the backlog but not on the roadmap for 2025, and will be reconsidered from a planning point of view for 2026. 

     

    In the meantime: We delivered on queues with omnichannel routing that would enable calls to be routed to multiple groups in the event the primary group can't answer the call, decreasing the average wait time. That capability combined with the ability to set skills to answer a specific set of questions will further decrease average wait time.  Call also keeps on circulating amongst agents which can also avoid it being going to voicemail when agents are available.

     

    Thanks

    Rohan

    Terms & ConditionsAccessibility statement