Transfer to Offline AgentCompleted
In our customer service center we have team leads that handle escalated calls as well as regular calls through the queue. It would be extremely useful to have the ability to transfer to offline agents. For instance, if a team lead was notified by an agent that they had an escalated call, then the team lead could go offline and accept the transfer. Alternatively, a visual call queue would be helpful so the team lead or a supervisor could see the transfer in a queue and mark the escalated call with a higher priority. This way it would be the next call offered to the team lead, or they could have the ability to pull that call from the queue instead of another call ringing into them. In all other contact center software I have used, this was a possibility and it comes in handy on a daily basis. Hopefully this gets many upvotes and makes it on ZenDesks roadmap. =)
Thanks for all the feedback and valuable discussion on the thread.
I am here to provide some closure to this thread on the call escalation aspect. We recently announced a new agent state “Transfers only” in Zendesk Talk which can be used to solve the above usecase.
With this release, a Talk agent or a team lead will be able to select the Transfers only state in Talk agent availability dropdown, when selected they will only receive transferred calls from other agents and can’t be directly routed any call from the queue. They will still be able to make outbound calls.
This new state can help you design a better escalation process where specific agents can make themselves available to take only priority calls or escalations transferred by an agent.
More details can be found in this help center article.
To note: We are not thinking on the lines to open the offline state to receive call transfers.
Keep the feedback flowing in!
Product Manager - Talk
+1 - voicemail for an agent
We are having the same challenge in our call center. When in queue, the supervisor gets the next call rather than the transfer when he or she goes into available. Feedback from @Zendesk on this issue would be great!
I agree. There are many limitations with Talk and transferring calls has been a big frustration for us. We also really need extensions, so a call could go directly to an agent if the customer has worked with them before, or can easily be transferred me or one of my people - whether or not we are "online"!
Second question. Why are Chat and Talk so different? They should have similar screens and similar ways of logging in and out, viewing stats, etc. They are two completely different programs. It is like they are coming to us from two different companies.
There have been several times that I have tried to transfer a call to someone else and it does not work. It has been a big problem where customers are use to being able to be transferred to the account managers that they are use to working with. Being able to have extensions is a must for us.
So a work around that a ZenDesk Talk specialist suggested works really well for us.
I have created a secondary group for my team leads. This is their default group. When they are functioning as a normal agent they will have both their team lead and agent group active.
The team lead group is not assigned to any phone lines. When they need to accept an escalated call, an agent will chat them and the team lead will make themselves inactive in the agent group. They will then go available and can accept a transfer.
It may sound like it is complicated or time consuming but this all takes seconds and has been a wonderful solution in the meantime. I hope this helps!
Thanks for sharing that solution, Jose!
Being able to transfer calls to offline agents is also something that we need in our call center. While Jose's solution works for a team lead group, our issue is not with transferring to team leads, but with transferring to offline agents in general.
You can make a call out of Talk even if you're offline, so why can't you accept a transferred call if you're offline?
What's the status on this?
Any updates on Kasper's question?
any update on this? My team needs the ability to transfer to supervisors that are either in offline or away. It is a big pain point to have to go into on line and pray that a call doesn't come in in the meantime. (it has happened a few times).
We would like the ability to transfer a call to the voicemail for a group that is not online. Some of our units have different operating hours and it is easier to transfer a call to the appropriate voicemail than take notes and reassign a ticket. Is this something that can be done in the Talk yet?
For the time being, transferring calls to a group that does not have any available agents in it remains not possible. Thank you for the feedback and I will make sure this is flagged as product feedback on our end. As an imperfect work around you could create a macro that reassigns the ticket to trim down on the manual aspect of it.
Here is a feedback post which I think is the same as this: https://support.zendesk.com/hc/en-us/community/posts/4409216997786
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