Zendesk Talk - Warm transfer to Agent groupsAnswered
With the current 'warm transfer' feature:
"When you transfer a call directly to an agent, you can consult with the other agent before handing off the call".
Surprisingly, this is also possible when transferring to external numbers....but not to groups.
It would be great to have the same functionality when transferring to a Group.
- Agent receives a call, they triage the call and need to transfer to another group. If they search and select another group for transfer, currently the call is handed off WITHOUT a 'warm transfer' and an agent to agent consultation doesn't take place. This can negatively affect the customer experience.
I believe that agent to group transfer puts the call into a queue, however, it would be great if the transferring agent can wait on the call until it's assigned/transferred/offered to an agent in the receiving group. That way, they can cancel the transfer if a group agent doesn't pick up in a timeframe that is suitable and they can then also consult with the receiving agent before hand off if they do 'pick-up' the transferred call.
Thank you for the feedback.
While this functionality is a good idea, it is not on our short term roadmap. We are always evaluating our roadmap however so if things shift, we will update accordingly.
We were trying to figure the same thing out this afternoon. Without the warm transfer option for groups, we're at a disadvantage and the caller is basically put back into queue.
We have two tiers of Support. If tier 1 can't answer a question, ideally they'd reach out to whoever is available in tier 2. To make a smooth transfer to the new support agent in the group, it would be ideal to have a warm transfer so the tier 1 agent can provide context to the tier 2 agent.
It would also be great if the ticket automatically gets transferred to the new agent instead of creating a separate ticket for the new agent.
We are also interested by a evolution to make available the functionality when transferring to a Group.
An another way could be to display in the "Agents list", the list of the agents including in the searched group (today the system display the agents for which the name answered to the search).
Like this, we could see the disponibility of each one and choose a available agent to do a supervised transfer with the functionality already available when it 's with just one person.
(and when they are several diaplayed groups reponding to the search : when we'll pass over the group's name, a color'll be applied on it (like today) and could be applied over the names of the agents in the group)
We also need to be able to warm transfer to a group. Some of our support agents have more in depth knowledge of certain products, so the call needs to go to those groups. The alternative would be to be able to see which agents are online for a certain group, so they at least know who to transfer to. It's not scalable to expect all first line agents to remember who knows which product in depth.
We are currently trialling Talk in very early stages, and have the same structure as Bthomas, I was thinking we could do a work around by transferring to the group via a separate Talk number rather than cold transferring to the group and manually assign the ticket across to the answering agent in the group.
My concern with this is would we then get double billed for the call or does the charging on the inbound number stop when it's transferred to another number? I am assuming it does since the number for all Zendesk Talk knows is external?
Also it could get messy with duplicate tickets and merging potentially so we would have to see how that goes.
Any advice on this would be appreciated.
We'd also really like to be able to warm transfer where the customer is consulted too, eg. Introduce the customer to the internal/external number, then return to the customer to let them know that you're transferring them and who they'll be speaking with, then select transfer.
I believe there is a similar request https://support.zendesk.com/hc/en-us/community/posts/4409216997786 but this is more about leaving the Customer in the queue while transferring so the Agent doesn't need to remain on the call
This warm transfer functionality is highly desired by our teams too.
+1 this feature would help us a lot in our daily work.
+1 This is a very basic function. I am learning there are many basic functions this platform simply does not support. Very frustrating and disappointing!
Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues.
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