Transfer Calls to Away agentCompleted
The new status of Away is a great addition to Zendeks Talk - I was hoping for some added functionality though.
It would be great to be able to transfer calls to agents marked as away - That way experts can be available for conferencing on tickets but not participate in answering "normal" calls.
As it is now the only way to be able to transfer a call is to have that agent be online, making it difficult to be an effective team.
Thanks very much for the feedback! I am here to announce a very good news!
We are very excited to announce that in the next few weeks we will be releasing a new agent state “Transfers only” in Zendesk Talk.
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 boost your team's efficiency by designing a better escalation process where specific agents can make themselves available to take only priority calls or escalations transferred by an agent.
More details are captured in this formal product announcement.
Keep the feedback flowing in!
I suggested this in the Announcement of the Away state as well, so I strongly agree, that this is needed. We feel like this is very basic functionality, that without a doubt should be avaliable.
Any other work arounds? My campaign is using ZenDesk Talk, and we're looking into options regarding transferring customers to a specific group or person. Currently, as stated above, we cannot transfer unless the other person is in Available and once they're available they will get the next customer calling in or the transfer. There's no way to differentiate.
Our team would really benefit from this ability as well! Right now we have to take our Team Leads out of support and then go online to take an escalation without getting another call. In this process we lose any open tickets from support and then have to go find and reassign them after the call. Another option is Barge, which allows agents to be on a call without being online but the original agent on the call can not hang up without terminating the whole call.
Any updates here?
Agreed on this, it should be up to the away agent if they can take transferred calls or not.
+1 for this request. We need the option to transfer but not receive normal calls for our agents.
I've recently asked for this on chat support, a manager of a group may need to be transferred a call from another agent but doesn't want to be in the main queue.
At the moment my colleagues have to contact me outside of Zendesk to ask if I can receive a call, this isn't ideal, we need a function so that calls can be transferred without being online.
This addition would make a huge improvement. Currently when escalating a call to a manager we need to arrange a call back instead of making a live transfer which is poor service for the Customer.
Any further thoughts on this? At the moment I don't actually see when you would use the 'away' status? It doesn't really serve any purpose?
I also agree with the above thread. We absolutely need this basic functionality to be available to us. Away status transferring is a very basic solution to my alternate idea which is to redo how "groups" work currently. We should be able to assign a group to an agent with additional functionality to toggle on and off different channel options for that group. As in if we want that agent to be in that group but only to receive calls and not handle emails then it should be something we should be able to choose. The reverse should be possible too for supervisors or managers so that they can remain in the respective groups to still handle tickets that they have initiated but can still be online for calls only for dedicated groups so that call transfers and other urgent lines can remain open for them.
Just my thought.
Is there an update on this feature request? This is absolutely necessary for a Talk product.
Checking in and expressing need for this feature request. Is there any update regarding this?
thank you @...
To update the thread.
The rollout of the Transfers only agent state was completed!
Hope you all have already started using the functionality and are seeing benefits.
Here is the documentation for more details.
To note: We are not think on the lines to open the away state or offline state to receive call transfers. And recommend the use of Transfers only state for that purpose.
Product Manager - Talk
Thanks, Rohan! When was this rolled out and is it on the release or what's new documentation?
Rollout was completed few weeks back and the functionality is generally available. Here is the documentation link.
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