Call Routing to Agents more than once

Can we please get an update on this functionality. This is causing such a poor user experience for our customers, which has resulted in several escalations. I may have to switch back to Zoom Phones because of this. :(

I completely agree, without such a basic process of re-trying agents more than once, Zendesk Talk is just not an option for us. What is the maximum queue time for if not to keep customers on hold whilst waiting for an agent to pass them to, rather than hanging up on them because 'we're busy'?

Zendesk Talk needs to have a similar process as Live Chat - re-trying the available agents more than once and then setting them to Away if unanswered so that the call can sit on hold until an agent is available again. There should also be a visible queue like Chat that can be picked up, should another agent be 'Away' or 'Transfer only' but able to grab it.

Can we have an update on what is being worked on and when it will be available please? I'm keen to bring in Zendesk Talk to unite all of our contact channels and improve efficiency for the team but will not sacrifice our customers' satisfaction and their overall  customer experience as a result.

We are working on adding Talk to the omnichannel routing experience which is currently in EAP for Support (routing  and assignment of emails directly to agents) and Messaging. When completed this will allow for us to retry agents who are part of the group until such time as the call times out in the queue. This will also have tickets created as soon as calls come in. This will allow you to run triggers on the tickets to change the group and priority - eg ticket requestor is a known VIP so change priority to urgent.

As part of the Unified Agent Statuses work which is also in EAP - we have created a centralised area for agents to control their state across all channels and have included the ability for you to to create custom states that match your workflow needs. As part of this we will be adding an idle timeout where we will automatically move an agent state to offline due to inactivity. 

Both the Routing and Unified Agent Statuses work will be launched together in term of general availability and will be aimed at customers who are in Agent workspace and using Messaging.  We are working on how best to get the Talk capabilities rolled into the routing EAP.  

Hello! 

My client is now facing the same problem. The team has 3 people and if none of them pick up, the call will not be repeated and will end. Is this situation resolved? I haven't found a solution and it's been almost 1 year... :( 

Hello everyone,

We recently released the functionality to use Calls in Omnichannel Routing. Functionality to offer the calls to the agents more than once if the agent has declined the call earlier is part of the functionality set released with Omnichannel Routing. 

In brief: Omnichannel routing enables you to prioritize and route work items, including calls, to the best agent based on their availability and capacity. You can also use triggers, tags, and ticket fields to make changes to the destination groups and priorities as a call ticket is created earlier in the flow. Agents can also set a single unified status across multiple Zendesk channels (Support, Talk, and Messaging) with the ability to create custom statuses by admins.

The other functionality suggested to auto switch agents unified status to away/offline due to inactivity is also available as part of the functionality set.

Here are couple of articles that might be helpful to get started with Omnichannel Routing:

1) About omnichannel routing with unified agent status
2) Using Calls in omnichannel routing.

Thanks

Rohan

Hello.

You should make a guide, "how to re-route incoming calls endelessly",  seeing how many of us have this issue… 

I have had many different IVR / call systems, this Zendesk Talk is the first that ends calls if my agents doesnt respond at once.  

How mad would you get, if your call was ended in 90 seconds with a “please leave a voicemail” when calling a company :-) 

BR

Hi Martin,

Thanks for reaching out!

As alluded to in the official comment in the community post, the functionality is already available if you use omnichannel routing. (Links are attached with the official comment) The call will re-try agents in the group and keep circulating if agents decline.

To note - We do not have plans to implement this functionality separate from omnichannel routing and we encourage you to use omnichannel routing.

Thanks

Rohan