Our Agents would like the ability to have visibility into the queue as well as being able to cherry pick calls themselves.
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Zendesk Talk Queue Visibility for Agents
- Product Manager
Hi Derek, this is also being discussed in this thread https://support.zendesk.com/hc/en-us/community/posts/1260801970630, specifically related to the queue visibility.
On the routing, we are working on new omnichannel categorisation, prioritisation and assignment of calls (and all other workitems). We will not be allowing cherry picking of calls from the queue but the added levels of categorisation will allow you have better targeting of calls to groups.
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