Currently, Zendesk does not have the ability for Agents to transfer calls to Light Agents using the dial by name feature. Agents are only able to transfer calls to other Agents or End Users. Never in our organization have Agents ever had a need to transfer a call to the End User (customer). However, Agents transfer calls to Light Agents frequently in our organization because there are several different departments within our organization. Agents not having a dial by name option for transferred calls to Light Agents proves very cumbersome because of the long list of staff within the organization. Agents spend a lot of time trying to manually type out each Light Agent's phone number, which also keeps the customer waiting longer, when they could just type out their name and transfer the call in a much more efficient manner. We tried a workaround of inputting all Light Agents as End Users in Zendesk and this was not a viable option because of case note purposes, etc. I recommend an upgrade to the Zendesk software to enable Agents to transfer calls to Light Agents. Their phone number and email address is already associated with their Zendesk profiles so I would see no reason why this shouldn't be implemented as Zendesk functionality.
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