Callback Request Tickets - Team Confusion & Customers Being Called Twice | Tags, Routing, or Any Other Insight Appreciated
Hey Zendesk Community! To preface this, I've already discussed this with Zendesk Support, but I'm hoping for some insight from other Zendesk users to brainstorm some alternative ideas.We're using Omnichannel Routing and IVR, and we've enabled Callbacks on our Talk line, but our team has an average callback time of less-than 15 minutes for general support calls, and less than 7 minutes for urgent support calls. We have a relatively small team, and we're overall flexible with agents being able to step away, and/or set themselves to the Away status to work on other tasks.We've been running into an issue where a customer will call in and request a callback, and one agent may see the ticket in our primary view (automatically generated due to Omnichannel) while working on something else, so they'll pause what they're doing to manually call the customer back - but then, if another agent becomes Available, the automated callback request will still ring that second agent