When an agent forwards a call to a group he is not able to talk to an agent in the forwarded group before he takes over the call. Important information can not be communicated and the customer has to repeat his request again.
It also happens that nobody in the forwarded group answers to the call and the call comes through the overflow back to the initial group.
Both leads to bad customer journies.
Similar to an agent to agent forwarding it should be possible that an agent can talk to another agent before he takes over the call.
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