GETTING STARTED WITH ZENDESK TALK 26 SETTING YOUR QUEUES Consider your callers With Zendesk Talk, you can easily What is the phone support experience that determine how many and how long callers you’d like to provide your callers? Would will wait in the queue to talk to an agent. you prefer that they wait longer to reach Industry “averages” are 80% of calls a live agent, or wait a short time before answered in 20 seconds, but what works leaving a voicemail? Refer to customer best for your team may be different. Here satisfaction ratings or even reach out to are some things to consider to you set customers to get their take. your queue configuration: Continue optimizing Ask your agents Keep an eye on call queues and metrics Have they received feedback from any (find more details in the section on customers that they were waiting too “Measuring and Improving”). If you see, long? Or have they themselves noticed say, high levels of caller abandonment, anything that would be improved? Your you may need to shorten your queues. frontline agents could be your best resource.