New “Transfers only” agent state for Zendesk Talk

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16 Comments

  • Adrian Bishop

    Glad this will be introduced, we expected it from the beginning.

     

    1
  • Amie Brennan

    It would be nice if you could be an agent to prioritise transfers while also picking up calls to your group as a lower priority. 

    0
  • Carl Edwards

    We were hoping for this sort of feature for a while so great to see! However, one big problem is costs. From my understanding, it seems that you double-charge for transferred calls. (once as the incoming call and again as an outgoing call that is being transferred).
    In case we wanted to take full advantage of this new exciting feature, how can we avoid extra costs? Will Zendesk consider charging the incoming, transferred calls the same way as a continuous incoming call? 

    1
  • Stephen Steffel

    Will this feature be available for the Talk Advanced plan? It's a legacy plan, but it does have call transfer capability, so it's not clear to me if we will get the update or not. Thanks!

    0
  • James Ripley

    I would like to see a screenshot of the Talk app if agent attempting to transfer, uses search experience, begins with a group name but finds that group has no agents in Online or Away statuses but does have agents in this *new* Transfers only status.  I'm cautiously optimistic that the search results would list out those agents so that they may be selected for the transfer (whenever the group cannot be transferred to). 

    1
  • Rohan Gupta
    Zendesk Product Manager

    Hey everyone,

    Thanks for reaching out and giving feedback!

    Hi @... ,

    I am glad! Hope it meets your expectations!

    Hi @...

    With “Transfers only” state an agent will only receive call transfers by other agents. To also receive calls from the queue agent can change the state to “Online”. When “Online” agent will receive both normal calls and call transfers.

    When an agent is anticipating a priority call transfer, “Transfers only” state can be selected for sometime and return to “Online” when done. Will this solve your use case?

    According to current behaviour - If an agent is already on a call, a new call cannot be routed or transferred, so if agent is already busy on a routine call he/she will not be able accept any priority call transfer.

    0
  • Rohan Gupta
    Zendesk Product Manager

    Hi @...

    We are not making any change to how we charge for the call transfer functionality.

    We only charge for the active call legs (outbound and inbound) with the call.

    With call transfer functionality there can be different phases such as agent to agent consultation, complete transfer or conference. Each with different active legs incurring different costs.

    Thanks!

    1
  • Rohan Gupta
    Zendesk Product Manager

    Hi @...

    Yes, the new state will be available to Talk advanced plan as well.

    Hi @...,

    Thanks for highlighting your concern. Let me get back to you with additional screenshot of the experience you highlighted. Will update you when I have attached it.

    Thanks!

    0
  • Josh Dronzek

    It would be great if someday you can view a ticket and see if someone is on the phone within a ticket. Right now if 6 people are looking at a high priority ticket there is less than zero ways to see if someone is calling the customer or is already on the phone with the customer. 

    4
  • Tobias Hermanns

    Hi @...,

    we need to adapt the new status "Transfer only" to our custom API, which can measure our Working Time and control Talk status.

    Can you let me know when API information is ready?

    Thanks.

    Tobias

    0
  • Rohan Gupta
    Zendesk Product Manager

    Hey @...,

    I have edited the article to provide more details on the upcoming API changes. Hope it helps!

    Thanks

    Rohan

     

    0
  • Tobias Hermanns

    Hi Rohan,

     

    are you sure it will be "Transfer only" or more transfersonly or transfers_only for API?

    Usually, ZD API is always without "space" and lowercase.

     

    Thanks.

    Tobias

    0
  • Rohan Gupta
    Zendesk Product Manager

    Thanks @... for highlighting it.  You are totally correct its "transfers_only". I have edited the article. 

    0
  • Nick Wurm

    @...

    It would be great to have a status indicator in Support Talk indicating if a rep was currently active on a call in Sell Voice.

    0
  • Kevin Mauldin

    I'm absolutely loving this! Thank you for implementing it.

    When will it be made available in the Android app?

    0
  • Steve Chamberlain

    Apologies for looking at this negatively, but could this be used to avoid calls? An agent could deliberately change their status to Transfers Only, and unless we have someone watching the real time dashboard we would not know. Correct me if I'm wrong, but Zendesk does not have an innate way of displaying historic data on what call status a colleague is using, so if I was looking back at the previous day's data, I would have no way to see if someone used this status to avoid a call - if there is a way of displaying exactly what statuses were used that would be of great help. Alternatively, is there a way of disabling this feature or limiting it to certain colleagues? 

    4

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